Move from an AI answer to a live specialist in one conversation.

A site administrator can enable live chat and select the workspace members who will cover that website. The visitor can choose Talk to a person, and an assistant escalation can open the same live queue automatically.

Earlier assistant messages remain in the transcript. When a specialist joins, the widget names that person and new replies are marked as live chat in the workspace, so the change of speaker is clear.

A specialist appears available after they set Available in the workspace, including from other pages and with browser notifications. When someone is available, the visitor sees that a specialist is available. When nobody is available, the widget offers to leave a message for the team instead of promising an immediate reply.

A queued request remains attached to its site. Specialists assigned to that site see waiting visitors first, can claim a chat, exchange messages, and end the live session when the conversation is complete.

Live chat uses a WebSocket connection between the visitor widget and the specialist desk, with database-backed HTTP updates as a fallback. A visitor normally sees a reply immediately on the open socket, or on the next refresh of about 2.5 seconds if the socket is unavailable.

Every visitor and specialist message is stored with the conversation. This keeps the live exchange available in the shared inbox, preserves the speaker’s display name, and lets the widget reconnect to the same session after a page refresh within the browser session.

The widget restores visitor, assistant and specialist messages after navigation within the same browser session. Replies are checked before display, and repeated message requests reuse a stored receipt so an interrupted connection does not repeat a captured lead or appointment request.

Claiming is atomic, so two teammates cannot both become the active specialist. Other assigned specialists can still see that the visitor is being helped. If the owner goes offline, a teammate can take over after the presence window expires.

Site and project permissions still apply. A specialist must be an active workspace member who can access that site, and client viewers cannot operate or configure live chat.

Specialists keep saved replies for the wording they send most often. A reply used five times is offered for promotion into a saved answer, so wording your team already trusts becomes something the assistant can use on its own.

Joining a conversation someone else started, a specialist can ask for a summary of it, and for a first draft of the reply. A draft is written only from your website’s own material and is withheld when that material does not support it, because an unsupported draft sitting in a composer is more dangerous than no draft: sending it is one keystroke away. Nothing is sent for you.

A visitor can attach a photo or a PDF, up to 5 MB and ten files per conversation, and a specialist can send one back. For a trade or service business this is usually the first thing a visitor tries.

Sairo identifies a file by reading its own bytes rather than trusting its name, refuses SVG because it can carry script, and always serves attachments as downloads rather than rendering them in a page.

On a site with live chat enabled, the desk shows which pages are being read right now, so a specialist can offer help at the moment it is useful.

It records the page path without its query string, against a hash of the widget token that browser already holds, and the row is removed within thirty minutes of the visit ending. There is no network address, no location and no identity in it. Sites without live chat enabled report nothing at all.

Set up to five rules that show a short message on chosen pages after a delay you choose. The most specific page rule wins, so a message for the enterprise pricing page beats the general pricing one.

One prompt per visit, always dismissible, and never shown over a conversation the visitor already has open. It is an offer of help rather than a campaign tool, and the wording is capped short on purpose.

Enable live chat for a test site, assign two teammates, and set one of them Available. From the installed widget, request a person, send a message while waiting, claim the chat, reply, and end the session.

Repeat the check after setting every specialist Away. Confirm that the widget describes the offline queue honestly and that the stored transcript distinguishes assistant and specialist replies.