Derive conversations and resolve instantly with Live
Answer, resolve, and manage successful conversational journeys through a live agent. Available on all digital channels, in real-time and asynchronously.
Interact using images, emojis, and .pdf files. Share links and receive the geolocation of your clients and contact cards. Live transcribes WhatsApp and Facebook Messenger voice messages to text for a complete conversational experience.
Human and decisive attention in all channels
Resolve your customers' queries on the channel and at the time they prefer. From a single platform, your Live agents will be able to reply to messages that come from WhatsApp, web chats, mobile applications, Facebook Messenger, and Instagram.
Conversation Orchestrator
Combine the best of automated service with online support and offer 360º customer service. When inquiries require human assistance, transfer the session to an agent. Once solved, return to the automatic chat window smoothly and transparently.
Improve with every interaction
Monitor your connected agents and help them improve the service experience. Filter by period, date, channel, or group. Analyze the sessions handled and lost, the response and waiting times, and chat reports, and download reports of the interactions.
Create specialized customer support groups
In Live you can group your agents by skills, and assign them specific days and hours of service, thereby segmenting your customer service according to the type of inquiry. Transfer the session to another group or individual agent and continue the conversation seamlessly.
Get to know your customers closely
Live creates a unique digital profile for each of your clients with their contact details, conversation history, and session notes.
Measure satisfaction and improve your experience
Consider your customer’s feedback to spot improvement opportunities and continue evolving your online support service.
Everything you can do with Live
Live tools are designed to improve the productivity of your agents and to offer seamless and responsive experiences to all your customers.
Desktop app
It guarantees faster loading speeds and receives notifications for each incoming conversation.
Roles
Assign a profile to each user depending on whether they are administrators, agents, supervisors, or agent supervisors.
Form
Include a form before transferring the session to an agent, to request your customers’ data and speed up the system registration process.
Attention queues
Live manages the referral queues according to the attention capacity assigned to each agent, their simultaneous conversations, and the configured service hours.
Status
Each agent can set their status as online or offline, or create a custom option according to their needs.
Shortcuts
Create personalized shortcuts so that agents can answer customers' queries faster.
Triggers
Live sends automatic notices to your online customers after some time of inactivity.
Agent monitor
Have a live view of your agents and follow the details of each ongoing conversation.
APIs
Live has public analytics APIs to obtain information about the global metrics of the operation.
An end-to-end solution for a conversational service experience
Can I block access to Live from certain computers?
If you want the users of your account to connect to Live from certain computers, you can define the list of IPs that will not be able to access the platform.
How much does Live cost?
Live’s platform is included in the Aivo Suite with an extra fee for each conversation. Learn more details on the pricing page.
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