How it works
A chat session keeps messages in one conversation; handovers should preserve context and appropriate data permissions. Web chat and related widgets shorten the path from a question to support or a callback. Service quality depends on agent availability and preserved conversation context.
Business example
A support platform groups messages about one issue into the same session history.
What to consider
Test mobile usability, response times, conversation privacy and escalation to a human when an automated workflow cannot help.