Live takeover
Step into any chat, or coach the agent without the shopper seeing.
Watch conversations as they happen. Send the agent a private note it follows from its next reply, or take the keyboard yourself and hand the chat back when you're done. It picks up with the full context.
Free plan, no card. Try it in your dashboard before it goes live.
Example conversation on Trailhound:
- Shopper: I run a dog daycare. Do you do bulk pricing on 40 harnesses?
- Agent: Bulk pricing isn't on our site, so I've asked the team to jump in. One moment.
- Sam from Trailhound joined
- Sam · Trailhound: Hi, Sam here. For 40 we can do 15% off and free shipping. What email should the quote go to?
In short
Live chats lists every visitor who has the chat open right now. Open one to watch it, add a private coaching note that the agent applies to that conversation only, or switch to Manual and reply to the shopper yourself. Flip Manual off and the agent carries on with full context. Alerts for new chats and handoffs reach you in Slack, Telegram, email or the mobile app.
Where it works. Works on every site with the chat widget and on every plan.
Coach it privately, per conversation
Open a live chat and write the agent a note, the kind of thing a floor manager would murmur to a new hire: "They're a wholesale lead, point them to bulk pricing and get an email." The agent applies it from its next reply, for that conversation only, and the shopper never sees it.
A note stays active until you switch it off, and switching off is immediate. The agent won't repeat an offer it made under a note you've withdrawn, and without an active note granting one, it won't invent a discount.
Take over, then hand it back
Switch to Manual and whatever you type goes straight to the shopper. If "Tell visitors when a team member is replying" is on, the chat shows that a person has joined.
When you're done, flip Manual off. The agent picks the conversation back up with everything that was said, yours included.
From your phone, too
The live monitor works in the mobile app, so a push notification for a new chat or a handoff can be answered from wherever you are. Alerts also go to Slack, Telegram, email or Zendesk.
Common questions
Does the shopper see my coaching notes?
No. Notes go to the agent only and apply to that one conversation. Standing rules for every chat belong in Sales notes instead.
Can I take over a chat from my phone?
Yes. The mobile app shows live chats and sends push notifications for new chats and handoffs, and you can reply from there.
What happens when I hand the chat back?
The agent continues with the full conversation, including what you wrote, so the shopper doesn't have to repeat themselves.
Is live takeover on every plan?
Yes, including the free plan, on any site with the chat widget.
Step into any chat, or coach the agent without the shopper seeing.
Add your store, try the answers in your dashboard, and switch it on when you’re happy. Free plan, no card required.