How it works
A live chat agent handles real-time enquiries, and capacity planning must account for simultaneous conversations. 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
An agent helps a visitor select a service and may create a CRM enquiry.
What to consider
Test mobile usability, response times, conversation privacy and escalation to a human when an automated workflow cannot help.