Live chat

Live chat: when the bot hands over, your team carries on seamlessly

A chatbot doesn't have to do everything. It has to notice when a person is needed and hand the conversation over so nobody starts from scratch. That's exactly what live chat in My-Chatify is for.

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Handover with the full history
Real-time notifications
Hand back to the bot at any time

GDPR compliant

EU hosting

Made in Germany

From bot to colleague, no restart

Shop AssistantOnline

tracking says delivered but there's nothing here. order 300915
Shop Assistant
That's annoying. A colleague is best placed to sort this out with you. I'm connecting you, and she can see our chat so far.
Handed over to the teamOrder 300915 · Parcel missingConversation history passed on
Jana took over the conversation
Jana
Hi, this is Jana from customer service. I've already checked the shipment and I'm now sorting it out with the carrier.

Type a message...

Home decor shop chat, Friday, 3:41 pm

Courier handing a parcel to a customer at the front door

The situation

A parcel that never arrived

Friday, 3:40 pm. A customer writes in your shop's chat. According to the tracking, her parcel was delivered, but it's not at the door and not with the neighbours. She's annoyed, and rightly so.

No FAQ answer helps here. It needs someone who checks, decides and perhaps arranges a replacement. A bot that keeps going with stock phrases at this point only makes things worse.

The bot recognises that it can't get any further and hands over to your team. Your colleague gets a notification, opens the conversation and sees the order number and everything the customer has already written. The customer stays in the same window and doesn't have to repeat herself.

In detail

What you get

When the bot hands over

There are two triggers. Either a question gets too specific, such as a goodwill decision or a case with a history. Or the customer explicitly asks to speak to a person. In that case the bot doesn't try to talk them out of it.

You influence where exactly the line falls through your content and flows. What the bot can answer reliably from your documents, it answers. Anything that needs a decision goes to your team.

For complex or sensitive requests
When the customer wants a person
No window switching for the customer

What your team sees when taking over

Your team replies from the My-Chatify inbox. Above the input field is the complete history so far, including the bot's answers. If the customer has sent photos or files, they're right there with the conversation. If a flow collected details earlier, they're in the contact profile.

New handovers trigger a real-time notification, so nobody has to watch the inbox all day. Whoever takes over replies directly, and the customer sees the reply in the same chat window where they started with the bot.

Full history including bot answers
Photos and files with the conversation
Details from flows in the contact profile
Notification for new handovers

Back to the bot when nobody's around

Once the special case is sorted, you hand the conversation back to the bot. If the customer then asks about the returns policy, the bot answers again. If nobody from your team is available, the AI takes over automatically.

WhatsApp and Instagram have one special feature. If someone on your team replies directly in the WhatsApp Business app or in Instagram, My-Chatify notices and the bot holds back in that conversation. After around 30 minutes without activity from your team, it takes over again.

One inbox for every chat channel

From the Professional plan, conversations from WhatsApp, Instagram Direct and Facebook Messenger also arrive in the same inbox, each marked with its channel. Your team works in one place instead of switching between apps.

Several colleagues can work in the inbox. How many team members a workspace can have depends on your plan. Emails and phone calls aren't included; they keep going through your existing channels.

How it works

How to get started

No coding, no IT project. Live in under 3 minutes.

01
Switch on live chat
Activate live chat for your assistant. It's included from the Basic plan.
02
Invite your team
Invite the colleagues who should take over conversations and set up the notifications.
03
Run through a handover
Ask for a person in the chat yourself and take over in the inbox. That way you see both sides before a customer does.

FAQ

Frequently asked questions

Answers to the questions we hear most often about this topic.

Does someone have to sit in the inbox all the time?

No. New handovers trigger a real-time notification. If nobody is available, the bot keeps answering whatever it can answer from your documents.

Can the customer tell that a person is now replying?

Yes. They keep writing in the same window, and your team's replies arrive there. It helps if your team introduces themselves by name, so the switch is clear to everyone.

Can the conversation go back to the bot?

Yes, you can hand it back to the AI assistant at any time. On WhatsApp and Instagram, the bot also takes over again automatically if nobody from your team has replied for around 30 minutes.

Can my team see the files the customer sent?

Yes. Photos and files are right there with the conversation in the inbox, together with the full history and the bot's answers.

Can several staff members handle conversations at the same time?

Yes. All conversations come together in the shared inbox, and whoever takes over sees the whole history. How many team members a workspace can have depends on your plan.

Question not on the list? Write to us or give us a call. You will hear back from our team in Dortmund, not from the bot.Get in touch

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Try a handover for yourself

Start for free, switch on live chat with the Basic plan and take over your first conversation in the inbox.