Token arrives
Identity rides in on a signed token with the chat. No "verify your email" loop, no copy-pasting order numbers.
Client Chat AI · live · grounded · agentic
Chat that knows the customer.
A polished AI live-chat widget that recognises the visitor, reasons through the request, looks up their real account, answers from your knowledge base, and acts safely when asked. It escalates to your team with full context, and only opens a ticket when something genuinely needs follow-up. Light and dark, 3G-fast, fully white-label.
Live account lookupsReasons before it repliesGrounded + safe actionsHandoff carries full context
Recognises logged-in visitors
Resolves before a human is needed
Live
Premium live chat
One widget, every conversation.
74%conversations resolved by AI
< 1swidget load on 3G
100%escalations carry full context
Autolight + dark themed
🆔 Identity-aware context
Every reply starts with who they are.
The moment a known customer opens the chat, the inbox shows a live visitor card with their name, login status, last order, return frequency and whole journey. Identity rides in on a signed token, so the AI shares the same context and never asks "what's your order number?" again.
Live recognitionIdentified
SourceSigned identity token
Card builds
Name, account status, last order, visit count and the live journey assemble on the visitor card in real time.
AI reads it
The agent and the AI share the same context, so nothing resets and the customer is never asked twice.
Grounded, then handed off
Answers from your docs.
The AI answers from your knowledge base, FAQs and AI Instructions, not the open internet. When it can't answer confidently, the question doesn't vanish: it lands in Pending KB suggestions as a drafted article you Approve & Publish in one click. And when confidence drops or a visitor asks for a person, the chat escalates into your agent inbox with the full transcript, visitor card and journey already attached. It becomes a native ticket only when it needs follow-up.
Grounded, not guessing. It refuses to invent facts outside your content.
KB gap capture. Every miss becomes a drafted suggestion with the real question that triggered it.
Department routing to a ticket. Escalate to the right team with the transcript, attachments and SLA timers carried over.
71%resolved without a human
1-clickApprove & Publish
Groundedanswers from your KB only
Auto-draftevery miss → KB article
Full contexttranscript + journey on handoff
Agentic by design
The chat that thinks
The chat that thinks
before it replies.
Not a canned line. Every turn, it reasons through the request, pulls the customer’s real account with read-only tools, grounds the answer in your knowledge, and acts only when it’s safe. It never invents a fact, a balance or a ticket number.
🔒read-only tools
💰balance $360.00
📚grounded in your KB
🎫#TKT-000418 opened
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Recognise
Verifies who they are from the signed identity token, so there’s no “verify your email” loop.
Plan the turn
Reads the question and decides exactly what it needs to check to answer it completely.
Look up the account
Pulls their real data with read-only tools: balance, invoices, services, domains and their tickets.
Ground the answer
Combines their live data with your knowledge base, FAQs and AI Instructions. Your facts, never the open web.
Act, safely
When asked, opens a routed ticket in the customer’s voice, files a refund for human review, or hands off.
Never fabricate
Read-only by default, so it never claims an action it didn’t take. Every capability is yours to toggle.
Read-only by default
Grounded, never invented
Every capability you toggle
Real data · safe actions
Their account, not just your docs.
“What’s my balance?” “When does my domain renew?” “Show my open tickets.” A signed-in customer gets a real answer, pulled live from their own account with read-only tools. It won’t guess, and it never touches anyone else’s data. When they want something done, the AI acts safely: it opens a routed ticket in their own voice, files a refund for a human to approve, or routes them to the right team. Then it quotes a ticket number and status the customer can actually look up.
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Live, identity-scoped lookupsInvoices, services, domains, subscriptions, balance and their own tickets. Read-only, and only ever their own.
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Composed on their behalfA ticket the AI opens reads like the customer wrote it, and routes to the right department by your rules.
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Human-in-the-loop for moneyRefunds and sensitive changes are filed for a human to approve, never run by the AI itself.
🔒Read-only · only their data
✓1 ticket · one number
“What’s my balance and open tickets?”
signed-in · verifiedLive account lookupread-only
Wallet balance$360.00
Business planrenews 12 Aug
Open tickets0
Ticket opened · on their behalf
“Hi Billing team, I’d like a discount on my Business plan…”
Live datatheir real account, read-only
First-persontickets written as the customer
Approval-gatedmoney moves need a human
⚡ Engage on purpose
Reach out at the right moment.
Behavioural automation that fires a chat message, banner, email, guided tour or webhook based on what the visitor is doing. Plus deterministic, node-based flows for the moments you need certainty.
Proactive & welcome rules
Behavioural triggers, cooled down.
Fire on page URL, time on page, returning visitor or scroll depth. Cooldowns and per-visitor caps keep it tasteful; built-in A/B testing finds the message that works.
- Behavioural triggers: Page URL, Time on Page, Returning visitor, Scroll depth.
- Seven action types: chat, banner, email, fire webhook, assign dept, guided tour or push.
- Cooldowns, caps & A/B: max fires per visitor, cooldown hours and a live A/B variant reply rate.
Live
🧩 Chatbot flow builder
Deterministic flows where you need certainty.
For lead qualification, triage or guided onboarding, build node-based flows with branching buttons. Each flow gets its own trigger (Greeting, Keyword Match, Delay or a Manual / Proactive Rule) and a live Flow Preview, no code.
- Trigger types: Greeting, Keyword Match, after a Delay, or a Manual / Proactive Rule.
- 12 node types: messaging, logic, collection, actions and escalation, with branching buttons.
- Variables & once-per-conversation: interpolate {{visitor_name}}; re-fire controls never nag returning visitors.
Live
📹 Voice · video · screen share
When typing isn't enough, go live.
The conversation starts as chat. One tap turns it into a crisp voice call, a face-to-face video call, or a shared screen, right inside the same widget. No new app, no link to send. Identity, history and the transcript come along for the ride.
Video call
Turn a chat into face-to-face HD video in one click. The customer clicks once. No download, no link to send.
Voice call
When video's overkill, drop to a crisp voice call. Mute, hold and a full transcript recorded automatically.
Screen share & co-browse
Share your screen or co-browse their page to point at exactly what matters. No more "click the third tab" guesswork.
🧰 A real operations inbox
Not a bot toy. A full agent inbox.
Whispers & AI draft
Invisible agent-to-agent notes the customer never sees, plus AI that drafts the reply for you to rewrite in your own voice.
Rich message cards
Up to 16 blocks: hero, buttons, fact lists, stats, tips, callouts, quotes, images and code. The AI can compose them for any saved reply.
Full agent toolkit
Emoji picker & reactions, voice input, attachments, typing indicator, snooze, archive, edit/delete and unread badges.
⚖️ How it compares
OpsIQ AI Chat vs a basic widget.
A fair capability matrix: what a premium, identity-aware AI chat gives you that a plain chat box never will.
| Capability | Basic chat widget | OpsIQ AI Chat |
|---|---|---|
| Agentic reasoning that plans each turn | — | ✓ |
| Live account lookups (real customer data) | — | ✓ |
| Safe AI actions (ticket / refund / route) | — | ✓ |
| Ticket written in the customer's own voice | — | ✓ |
| Capability controls for each ability | — | ✓ |
| Never fabricates (read-only, grounded) | Varies | ✓ |
| KB-grounded AI answers | — | ✓ |
| Identity-aware visitor card | — | ✓ |
| KB gap capture → drafted article | — | ✓ |
| Node-based flow builder | Limited | ✓ |
| Proactive rules + A/B testing | Limited | ✓ |
| Handoff carries full context → ticket | Email forward | ✓ |
| Rich message cards (16 blocks) | Plain text | ✓ |
| Multi-site from one workspace | Per-seat cost | ✓ |
| True white-label | Limited | ✓ |
| < 1s load on 3G | Heavy bundle | ✓ |
| Private by default (no trackers) | Varies | ✓ |
Full feature list
Everything in Client Chat AI.
Every capability, grouped. ★ marks a stand-out.
| Feature | What it does |
|---|---|
| Customer context | |
| Identity-Aware Visitor Card ★ | Customer identity arrives with a signed token: name, account status, last order and live journey, with no "verify your email" loop. |
| Order & History Context | Prior orders and chat history stay in view, so context never resets. |
| Agentic AI & live data | |
| Agentic Reasoning ★ NEW | Plans each turn: it decides what to check, then reasons before replying instead of pattern-matching a canned answer. |
| Live Account Lookups ★ NEW | Read-only tools pull the customer's real balance, invoices, services, domains, subscriptions and their own tickets. Everything is identity-scoped, only ever their own. |
| Safe AI Actions NEW | Opens a routed ticket in the customer's voice, files a refund for human approval, or hands off. Every action is permission-checked and capability-gated. |
| Capability Controls NEW | Turn each AI ability on or off per workspace (e.g. AI Ticket Awareness) through a connector-neutral capability contract, so it works the same across every connector. |
| Rolling Conversation Memory NEW | Long chats stay coherent because older turns are summarised, so context never falls off the end. |
| Anti-Fabrication Guardrails ★ | Read-only by default. It never claims an action it didn't take or quotes a number that isn't real. |
| AI & knowledge | |
| KB-Grounded AI Answers ★ | Grounded, not guessing. The AI stays within your documented facts and refuses to invent. |
| KB Gap Capture & Auto-Suggestions ★ | Every missed question becomes a drafted KB article ready to publish in one click. |
| KB Deflection Rate Tracking | Watch your AI-only resolution rate climb as you publish KB articles. |
| Language Detection & Multi-Language NEW | The AI detects the visitor's language and replies in kind, or you can enforce English-only. |
| Escalation & handoff | |
| Department Routing | Escalations route to the right team: billing to billing, support to support. |
| Live Agent Inbox (PWA) | Agents run the inbox as a PWA, with full context, light/dark and push notifications. |
| Create Ticket from Chat | Chat escalates to a ticket with transcript, context and SLA timer attached. |
| Proactive engagement | |
| Behavioral Trigger Engine ★ | Reach visitors at the right moment, based on URL, time, scroll, returning visitor and more. |
| Proactive Rules: 7 Action Types NEW | Chat, banner, tour, webhook, email, department assign and push: seven actions in one rule. |
| Proactive Rule A/B Testing NEW | A/B test rule variants and track reply rate live. |
| Automation & flows | |
| Chatbot Flow Builder (Node-Based) NEW | Node-based flow builder for deterministic branching conversations, with no code and a live preview. |
| Flow Trigger Types NEW | Six triggers: greeting, keyword, delay, manual, after details and on chat end. |
| Flow Node Types (12) NEW | 12 nodes cover messaging, logic, collection, actions and escalation. |
| Flow Variables & Interpolation NEW | Dynamic variables like {{visitor_name}} and {{page_title}} personalize flows. |
| Agent tools & management | |
| Saved Replies (Manual & AI) | Save replies manually or let AI generate rich cards. |
| Rich Message Cards NEW | Up to 16 blocks: hero, buttons, fact lists, stats, tips, quotes, images and code. |
| AI Draft & Rewrite NEW | AI drafts the reply; agents rewrite for tone, detail or length. |
| Typing Indicator NEW | Shows "typing…" while an agent composes, so it feels human. |
| Message Attachments & Upload Toggle NEW | Agents send files; per-thread control over client uploads. |
| Emoji Picker NEW | Visual emoji picker in widget and agent toolbar. |
| Emoji Reactions NEW | React to a message with an emoji for a quick acknowledgment without typing. |
| Whispers (Internal Notes) NEW | Invisible agent-to-agent thread notes the customer never sees. |
| Voice Input (Mic Button) NEW | Speak your message with voice-to-text in the widget. |
| Edit / Delete Message NEW | Fix typos or remove sent text (admin-gated). |
| Thread Snooze NEW | Hide threads until a set time; they auto-resurface. |
| Thread Archive NEW | Archive and unarchive completed chats. |
| Unread Message Badges NEW | Unread counts for admin and client; never miss a new message. |
| Chat Export NEW | Export transcript and attachments for compliance or records. |
| Quality & analytics | |
| CSAT / Post-Chat Rating NEW | Configurable post-chat rating prompt to measure CSAT and improve agent quality. |
| Deployment & customization | |
| Multi-Site Support ★ | One workspace for every property, each themed independently and all sharing one inbox. |
| White-Label Branding | True white-label: your colours, fonts and agent name. Remove "Powered by OpsIQ" on Business. |
| Light & Dark Theme Auto-Follow | Auto-follow the visitor's OS theme, or lock to a choice. |
| Widget Performance (<1s on 3G) ★ | Under 60KB gzipped, async, no render-block and zero layout shift, so it loads in under 1s on 3G. |
| PWA Inbox Installation | Install the agent inbox as a PWA with push. |
| Custom Brand Colors & Gradients NEW | Skinnable widget, buttons and inbox, with custom colours and gradients everywhere. |
| Custom Font & Copy NEW | Override the agent name, messages and labels per site. Every word can be yours. |
| Widget Position Presets NEW | Four corners or custom, fully responsive. |
| Security & privacy | |
| Private by Default ★ | No third-party trackers; identity via signed token; consent and retention enforced. |
FAQ
Chat questions, answered.
Everything teams ask before they drop the widget on: performance, identity, handoff and customisation.
No. It loads asynchronously after the page is interactive, runs under 60KB gzipped of JS, and never blocks rendering. We test on real low-bandwidth devices, and it loads in under a second on 3G with zero layout shift.
Logged-in customers are recognised via a signed identity token passed with the chat, the same mechanism behind logged-in-only targeting. Their name, account status, recent orders and journey show up on the visitor card, with no "verify your email" loop.
It says so and offers handoff. Configurable: route to a department, queue for an agent, or create a ticket with the conversation attached. Each missed question is also captured as a Pending KB suggestion: a drafted article you Approve & Publish in one click.
No. This is the customer-facing chat on your website. The Admin Chat AI is a separate widget your team uses in the backend to operate the business and engineer your servers by chatting: ask live billing, tickets and CRM and run signed, approve-queued actions, or connect a server and have it SSH in to read and edit code, run commands, monitor health and scan security, all backed up and audited.
Yes. You set it under AI Instructions in your OpsIQ admin, per surface (admin, customer, writing), with a live preview that shows the exact rendered prompt the AI will receive.
Yes. For a verified, signed-in customer it runs read-only lookups against their own account: balance, invoices, services, domains, subscriptions and their tickets. It's identity-scoped, so it only ever sees that customer's data, never anyone else's, and it never guesses when it can't confirm.
It can act, safely. When a customer asks, it opens a routed ticket written in their own first-person voice, files a refund request for a human to approve, or hands off to the right team. Anything that moves money or changes an account is filed for approval, never executed by the AI. And every ability is a capability you can turn on or off per workspace.
It's grounded and read-only by default. Answers come from your knowledge base plus the customer's own live data, not the open web, and hard guardrails stop it claiming an action it didn't take or quoting a ticket number or balance that isn't real. If it can't confirm something, it says so and offers a handoff.
Yes. One workspace runs every property you own. Each site gets its own theme, copy and proactive rules but shares a single agent inbox, knowledge base and analytics view. New sites inherit your base config automatically.
Only when something genuinely needs follow-up. The chat escalates into a native ticket with the full transcript, visitor card, journey and attachments carried over, and SLA timers start automatically. No re-explaining.
Yes. Your colours, gradients, fonts, copy, agent name and avatar are configurable from your OpsIQ admin. On Business plans you can remove "Powered by OpsIQ" entirely, and the widget follows light/dark automatically.