Live Chat

Answer customers in real time from your Client Portal or website widget—with your support team, Fyne AI, or both.

What is Live Chat?

Live Chat gives customers a quick way to ask a question without opening a ticket or waiting for an email reply. It is included on Business and can appear in your Client Portal, your embedded website widget, or both.

Your team can answer chats from the FyneDesk Live Chat workspace. Organizations with Fyne AI enabled can also opt it into each live-chat channel so it can answer from approved knowledge and hand the conversation to a person when needed.

Live Chat and tickets work together Use chat for quick, conversational help. When a question needs investigation or follow-up, your team can continue the work as a tracked ticket without asking the customer to repeat the issue.

Set up Live Chat

1 Open Admin Settings → Live Chat and enable Live Chat for your organization.
2 Choose where chat appears: the Client Portal, the website widget, or both. Each channel can be enabled independently.
3 Let agents set their availability and, if your organization uses Fyne AI, choose whether it may answer on each enabled channel.

The chat entry point appears on an enabled channel when an agent is available or when Fyne AI is enabled for that channel. If neither is available, customers can keep using your ticket form and knowledge base without entering an unattended chat.

Fyne AI is opt-in Turning on Live Chat does not automatically turn on AI answering. An authorized admin enables Fyne AI centrally, then opts it into portal chat, website-widget chat, or both from Live Chat settings.

Let Fyne AI answer first

Fyne AI is designed for quick support conversations. It searches the organization’s current knowledge for every turn, keeps the active chat in context so follow-up questions make sense, and answers only when the available evidence is strong enough.

Grounded answers: responses come from the knowledge your organization maintains.
Natural follow-ups: Fyne AI uses the bounded context of the current conversation—not a permanent personal memory.
Safe handoff: uncertainty, repeated questions, customer frustration, or a request for a person sends the chat to your team with its messages and context intact.
Channel control: portal and website-widget AI answering can be enabled separately.

Use the link in Live Chat settings to manage the organization-wide Fyne AI controls. If Fyne AI is disabled for the organization, the channel-specific options cannot activate it.

Handle conversations as an agent

Agents can set themselves as available and use the Live Chat workspace to receive, claim, and answer customer conversations. Availability affects new live chats only; it does not change tickets, email, or other FyneDesk features.

When Fyne AI hands off a conversation, the customer’s messages and the current context stay with the chat. The agent can read what has already happened and continue without making the customer start over.

Optional customer follow-up

Admins can enable two lightweight post-chat options:

Conversation rating: after a chat closes, customers can submit a 1–5 rating. Results appear in CSAT reporting and can help evaluate Fyne AI conversations.
Email transcript: customers who provided an email address can request a copy of the customer-visible conversation. The transcript is sent only to that verified chat address and excludes internal notes.

Frequently asked questions

Is Live Chat available without the Client Portal?

Yes. You can offer Live Chat through the embedded website widget, the Client Portal, or both. Enable each channel separately in Live Chat settings.

What happens when no agent is available?

If Fyne AI is enabled for that channel, it can continue answering and hand off when a person becomes necessary. If neither Fyne AI nor an agent is available, the chat entry point is hidden so customers are not placed in an unattended conversation.

Does Fyne AI remember customers across chats?

Fyne AI keeps enough of the current conversation to understand follow-up questions. It does not use live chat as a durable personal memory across separate sessions.

Can customers ask for a person?

Yes. A customer can request a person at any time. Fyne AI also hands off when it is uncertain, detects frustration, or cannot make progress safely.

Does Live Chat create tickets?

Live-chat conversations are separate from tickets. If the issue needs tracked follow-up, your team can continue it as support work with the conversation context available.

Do customers need a FyneDesk account?

No. Visitors can start a chat from an enabled portal or website widget. Transcript delivery requires the email address associated with that chat.

Open Live Chat settings →