Find your fit
Who it is for
A support or sales team that wants to answer website questions while visitors are on the page can set up a chat campaign, install its code and staff the Agent Console. Check the visitor experience during staffed and unstaffed hours before replacing an existing contact route.
A larger team routing inquiries to specialists can use pre-chat fields, transfers and, on eligible plans, routing rules. Map departments and a fallback for visitors who cannot reach the intended agent.
The work it supports
Core capabilities
The site owner configures a campaign and installs its code on the website. A pre-chat window can ask for selected details, including department choice, before a visitor reaches an agent. Review the required fields so they do not add needless friction.
Agents work from the Agent Console, which provides the active chat list and conversation area. The official guide describes web, desktop and mobile access; check which devices the team will actually staff during its published hours.
If available agents reach their concurrent-chat limit, visitors can wait in the built-in Live Chat Queue and see their place. This is distinct from the separate Comm100 Queue Management service. Set a realistic queue limit and visitor message for busy periods.
When no agent is available, the offline-message window can collect a visitor request and send it to designated email addresses. Test the receiving mailbox and next-day follow-up so an offline message does not disappear into an unmonitored queue.
During a chat, an agent can transfer the conversation to another department or an online specialist. Custom routing rules can use pre-chat information and direct an unmatched visitor to a fallback agent, department or offline message; test these routes with fictional scenarios.
Chat records can be searched later in the Control Panel, and reports can be exported as CSV. Transcript retention varies by plan and site state, so confirm the required lookback period before relying on chat history for support records.
Understand the offer
Pricing and getting started
The captured official pricing page lists Live Chat Startup at US$39 per agent per month, or US$31 per agent per month billed annually. It lists one chat campaign and basic reporting. Confirm the selected cadence, taxes and included agent count in the actual quote.
The same page lists Live Chat Plus at US$69 per agent per month, or US$55 per agent per month billed annually. Plus adds routing, audio/video chat, wrap-ups, unlimited campaigns and advanced reporting. Ultra is contact-sales pricing with additional routing, screen sharing, shift and reporting tools.
Startup and Plus advertise a free 30-day trial. Each agent on the Live Chat plans needs a unique license, so estimate cost from the people who must be able to handle chats and verify which plan includes the intended features.
Look a little closer
Before you choose
Use a test page and fictional inquiries to trace the chat button, pre-chat questions, staffed conversation, transfer, full queue and offline-message fallback. Verify that no visitor is stranded when a routing rule misses.
Confirm transcript retention and export needs with the intended plan. Search a test chat later and export a sample report before adopting the product as a support record system.
Compare Startup, Plus and Ultra by agent seats, chat campaigns, routing and reporting rights. Keep optional AI Agent and the standalone Queue Management product outside the Live Chat cost estimate unless a written quote includes them.
10 distinct sources behind this profile. Research observed Oct 27, 2026. Features and offers can change.
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