Question 1

How does a chat reach the right team?

Accepted Answer

Every chat carries the team it belongs to. The chatbot flow or the page it started on decides the team, and that team sees it in its queue. Chats without a team land in Free chats, where any agent can join. The agent who joins owns the conversation until they leave it or transfer it.

Question 2

What happens when nobody picks up a chat?

Accepted Answer

Auto team transfers handle it. Set a wait time in seconds, and if the original team has not joined by then, the chat moves to a second team, and after another wait to a third. You can apply a transfer always or only when the first team is offline, so overflow at lunch or after hours never sits unanswered.

Question 3

Can each team have its own opening hours?

Accepted Answer

Yes. Live chat hours are set per team, day by day, in the team's own time zone, and single days can be switched off for holidays. Three modes: business hours, business hours plus at least one agent online, or offline. Outside those hours the chatbot collects the visitor's details instead of leaving them waiting.

Question 4

Can a specific page route to a specific team, like on car or real estate portals?

Accepted Answer

Yes. Routing rules read the page the chat starts on: the dealer, branch or listing agent that page belongs to. A used car page in Tampere goes straight to Tampere sales, a listing on a real estate portal goes to the agent named on that listing, and every other page goes to the default team. It works on your own site and on the portals where your listings appear, so one chat widget serves the whole network without a central desk sorting chats by hand.

Question 5

What does an overflow chain look like in practice?

Accepted Answer

A typical setup: the first 15 seconds with the branch team, then the regional sales team, then the central team. Each hop keeps the same thread and the same history; the customer only sees a short note that they are being connected. Wait times are seconds, not minutes, so a visitor never sits in a silent queue.

Question 6

Do WhatsApp chats follow the same routing and overflows?

Accepted Answer

They do. Connect several WhatsApp numbers, one per branch or brand, and map each number to a team. Inside WhatsApp the chatbot can offer a menu so the customer picks sales or service first. From there the same team routing, overflow chain and opening hours apply as for website chat, and the conversation lands in the same shared inbox.

Question 7

How does online and offline status work?

Accepted Answer

Two modes. Automatic follows the app: an agent is online while it is open and drops offline when it closes. Manual lets agents set their own status and keeps it until they change it. The team view shows who is available right now.

Question 8

Can an agent hand a chat to someone else?

Accepted Answer

Transfer chat moves a conversation to another team or a named colleague with the whole thread attached, so the customer never repeats themselves. Protected transferring restricts transfers to the agent in the chat and admins, so a live conversation cannot be pulled away by mistake.

Question 9

Can one agent handle several chats at the same time?

Accepted Answer

Multichat lets an agent keep several conversations open side by side. Switch it off and each agent focuses on one chat at a time. Unread and unassigned filters show what still needs a first reply, and message counts show how long each thread has grown.

Question 10

Where do leads go, and can I send them again?

Accepted Answer

When a chat captures contact details it becomes a lead and is emailed to the addresses set for that tool or team. The chat shows where it went. To send it again, open the chat, pick one of your saved emails or type any address, and the full transcript with the contact details goes out once more. Dealers, branches and partners get it in seconds.

Question 11

What are saved emails?

Accepted Answer

A shared list of recipient addresses for your workspace, each with a label, so agents forward conversations with one pick instead of typing a dealer's address by hand. You can include the chat's label in the copy, so the recipient sees what kind of enquiry it was.

Question 12

Which channels come into the same inbox?

Accepted Answer

Website chat, WhatsApp, Instagram, Facebook Messenger, and email through Gmail or Outlook. One thread per customer with the full history, whichever channel they used last.

Question 13

How does the WhatsApp 24 hour rule work here?

Accepted Answer

WhatsApp lets you reply freely within 24 hours of the customer's last message. The inbox shows when a conversation has expired, and after that you reach out with an approved template. Business accounts connect through the official WhatsApp signup.

Question 14

How do quick replies work for a large team?

Accepted Answer

Quick replies are canned answers with three scopes: private to one agent, shared with a team, or shared with the whole company. Headers and tags keep hundreds of them organised, and agents search them from the composer. The AI also uses them when it suggests a reply.

Question 15

Can we tag and annotate conversations?

Accepted Answer

Tags mark what a conversation was about and feed the statistics, so you can see which topics drive volume. Internal notes stay inside the thread for your team and are never shown to the customer.

Question 16

What if a visitor writes in a language the agent does not speak?

Accepted Answer

Turn on translation and incoming messages can be read in your own language with one click. The AI suggested reply is written in the visitor's language, so the agent can answer without switching tools.

Question 17

Can we block spam or abusive visitors?

Accepted Answer

Yes. Block by email address or phone number, and blocked users can no longer message you through the inbox. Admins manage the block list in settings.

Question 18

What does the AI do inside the inbox?

Accepted Answer

Each chat opens with a three line summary and one suggested reply drafted from your instructions and quick replies, with a confidence score. The agent adds it to the chat, edits it, or teaches the AI a better answer. It learns from what your team actually sends. Turn it on for the whole company and let each person switch it off for themselves.

Question 19

Which devices can my team answer from?

Accepted Answer

The browser, the desktop app for Mac and Windows, and the iPhone and Android apps. Notifications with sound arrive on every device, so a chat assigned to you or a mention never goes unseen. Your data is hosted in Europe.

Question 20

We run several brands or locations. Can they share one inbox?

Accepted Answer

Yes. Teams can be split by brand, location or language, and an agent belongs to any number of teams. Cross-brand teams see every brand's conversations; local teams see only their own queue. One login, one inbox, and each brand keeps its own chat widget, hours and lead recipients.

Question 21

Can lead emails go to different people per branch?

Accepted Answer

Lead recipients are set per tool and per team, so a chat captured on the Oulu branch page emails the Oulu sales inbox while the Helsinki page emails Helsinki. The chat records where the lead went, and agents can resend it to any saved email or address afterwards.

Question 22

What roles and permissions exist?

Accepted Answer

Master and admin roles manage settings, teams and billing. User is a normal agent. Live chat user sees only the inbox, nothing else in the platform, which suits dealers and branch staff. Viewer is read only. Protected transferring and chat visibility rules decide who can move or see a conversation after a lead has been sent.

Question 23

Which statistics do I get per team and agent?

Accepted Answer

Chats per team and per agent, first response time, resolution time, tags by topic, leads captured and where they were sent, plus online time per agent. The AI draft statistics show how often suggestions were shown, used and edited, per team and per user.

Question 24

Can chats and leads flow into our CRM?

Accepted Answer

Webhooks send new chats, leads and updates to any system that accepts them, and native integrations cover the common CRMs. Every lead also lands in the built in customer data platform, so the conversation history and the contact are linked without extra work.

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Live chat that sends every conversation
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Route by page

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Read the chat in three lines, reply in one click.

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RE/MAX

Gedauto

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