What is live chat?
Live chat is a real-time messaging channel that lets website or app visitors talk with support or sales agents through a chat window. Today it is often combined with AI agents that answer instantly and hand off to a person when needed.
Key metrics
| Metric | Meaning |
|---|---|
| First response time | Time to first reply |
| Chat resolution rate | Solved in the chat |
| Concurrent chats | Chats per agent |
| CSAT | Satisfaction after the chat |
Best practices
Reply within seconds, use AI for common questions, pass context on handoff, and show expected wait times.
Live chat vs chatbot
Live chat connects people; a chatbot is automated. Most teams use both.
