Live Chat Virtual Assistant

Yes. Your VA works as a named agent inside your own chat platform, whether it is a standalone widget, a helpdesk with chat built in or a marketplace messaging tool, so transcripts, ratings and customer records stay in your account. Onboarding covers your canned answers, your knowledge base and your escalation rules before the first chat is answered.

During the hours you buy, a visitor gets a human reply while they are still on the page, which is the point of staffing chat with a person rather than a form. Agree a first-reply target at onboarding and review it in the weekly numbers; when traffic peaks beyond one person, chat is split between two VAs or the overflow goes to a bot you already have.

Yes, within the rules you set. Pre-sale questions are answered while the buyer is deciding, the next step is offered, a demo is booked or order details taken, and a lead that needs a specialist is qualified and handed over with the transcript. Prices and promises come from your material, never invented on the chat.

Your choice: an offline form the VA works through first thing, a bot for after-hours triage with the VA taking over in the morning, or extended and weekend cover at additional cost when the traffic justifies it. Whatever you choose, nobody is left waiting on a widget that nobody is behind.

From a written voice guide with real examples, the canned answers you approve, and a first week in which every reply is reviewed before release. After that, transcripts are sampled weekly and corrections go into the answer library, so the chat improves over time rather than drifting.

By the hour, never by the chat. £5 per hour for the first 6 months on the Entry tier; after the promotion the customer service rate card applies: £5.95 per hour full time (£952 a month for 160 hours) or £6.50 per hour part time (£520 a month for 80 hours). A busy day costs the same as a quiet one, and recruitment, supervision and office costs are included with no employer costs on your side.