---
Title: "What Is Live Chat? Definition and Best Practices"
Url: "https://computer.io/glossary/live-chat"
Topic: "Customer service"
Description: "Live chat is a real-time messaging channel that lets customers talk to support or sales agents on a website or app. Benefits, metrics and best practices."
---

# 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.

## FAQ

### Is live chat better than email support?

For quick questions, yes; email suits detailed or asynchronous issues.

### How many chats can one agent handle?

Often two to four at once, depending on complexity.

### Should live chat be 24/7?

Many teams use AI agents for after-hours coverage.

## Related terms

- [Chatbot](https://computer.io/glossary/chatbot)
- [In-app support](https://computer.io/glossary/in-app-support)
- [Omnichannel customer service](https://computer.io/glossary/omnichannel-customer-service)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Compare

- [Devrev vs intercom](https://devrev.ai/compare/devrev-vs-intercom)

## Further reading

- [Live chat](https://devrev.ai/blog/live-chat)