Glossary
Real-time conversation between a customer and a human agent through a chat interface.
Live chat is real-time, human-to-human messaging where a customer talks directly with an agent. It blends the immediacy of a phone call with the convenience and record-keeping of text.
Live chat typically works alongside automation: bots handle routine queries and qualification, then hand off to a live agent for anything that needs a human. This balance keeps response times fast and costs manageable.
Customers value live chat for quick, personal help without the wait of phone queues or the lag of email.
Live chat offers fast, personal human help, ideal for complex or high-value conversations bots shouldn't handle.
Defuser AI blends automation with live agent chat in one Unified Inbox — see the unified inbox.
Real-time conversation between a customer and a human agent through a chat interface.
Live chat offers fast, personal human help, ideal for complex or high-value conversations bots shouldn't handle.
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