BotSailor’s Live Chat feature enables real-time human interactions across multiple channels—WhatsApp, Facebook Messenger, Instagram, Telegram, and Webchat. It allows your support or sales agents to join conversations, pause automation, assign responsibilities, and personalize replies effectively.
In this guide, we’ll explore the key features of the Live Chat interface, platform-specific behaviors, and best practices to maximize agent productivity and improve user experience.
There is a dedicated Live Chat section:
Choose the bot/account associated with the current session or workspace.
Filter chat list by labels like All Subscribers, Unread, Resolved, Blocked, or Assigned.
Basic details about the subscriber to identify and personalize replies.
Quickly locate previous messages by keyword or context.
Perform quick actions:
Assign chats manually to teammates.
Use tags/labels to organize subscribers for filtering and segmentation.
Shows active or paused sequence assigned to the user.
Link predefined custom fields to the user for data handling.
Agents can add internal notes for context and tracking.
Shows time inside/outside 24-hour window and last chat timestamp.
Displays whether automation is currently active or paused.
Shows active and filtered subscriber sessions for easy switching.
BotSailor’s Live Chat interface centralizes all user conversations and allows agents to interact without disrupting automation workflows. Whether resolving tickets, managing leads, or building rapport—Live Chat is a vital bridge between automation and the human touch.
For accessing all the live chats in one inbox, you can follow our this guide: Shared Inbox in BotSailor: The Ultimate Agent Collaboration Tool
Best Omnichannel Inbox for Customer Support
What happens if I pause the bot during a live chat?
The chatbot flow halts for that subscriber. Only manual messages will be delivered until reactivation.
Is the chat panel real-time?
Yes, chats update in real-time and reflect any bot/user messages instantly.
Can I assign multiple agents to one subscriber?
No, only one agent can be assigned at a time to prevent confusion.
Are actions like unsubscribe or reset reversible?
Unsubscribing a user stops all automation; it must be reversed manually via subscription reactivation.
Is the Webchat version the same as WhatsApp?
Mostly yes. The functionality is the same, but the Webchat is optimized for desktop and embedded website usage.