Live chat software

Deskpro's live chat software for customer service includes multi-chat handling so agents can run several conversations at once, real-time message previews so agents can see what a customer is typing before they send it, proactive chat prompts to initiate conversations based on visitor behavior, and interactive chat flows that route queries to the right team or knowledge content automatically. It also includes the Deskpro Messenger widget, which combines live chat, knowledge base search, and conversation history in a single embeddable interface. Every chat converts into a ticket with full history, so nothing gets lost when a conversation needs to escalate. See how it fits within Deskpro's omnichannel customer support platform alongside email, voice, WhatsApp, and social.

Multi-chat handling is the biggest lever. Agents can run several conversations simultaneously without losing context, which means the same team covers more volume without adding headcount.

Message previews let agents start forming a response while the customer is still typing, cutting back-and-forth rounds on straightforward queries.

Automated chat routing means agents only receive conversations relevant to their team or expertise.

The Messenger widget also surfaces knowledge base articles before a customer reaches an agent, so a portion of chat volume deflects entirely. For teams tracking the numbers, all of this feeds into help desk reporting with per-channel metrics on response time, resolution rate, and chat volume by team.

Yes. Deskpro's full live chat functionality is available on Deskpro Private, which supports on-premise, sovereign cloud, private cloud, and VPC deployment. For organizations in regulated industries, this matters because cloud-only live chat tools route customer conversations through shared third-party infrastructure. That creates data residency issues for healthcare organizations subject to HIPAA, government agencies with data sovereignty requirements, and financial services firms with strict controls on where customer data can sit. Deskpro Private gives you the same live chat experience with your data staying inside your own environment.

Yes. Deskpro's AI help desk features extend into live chat with AI-assisted response suggestions, automated triage based on chat content, and knowledge-driven article surfacing inside the Messenger widget. For organizations that cannot route chat data through public AI models, Deskpro Private supports AI capabilities that run entirely inside your own environment. That means your chat conversations and customer data never leave your infrastructure to generate an AI suggestion. For teams evaluating AI live chat software in regulated industries, that is a meaningful distinction from platforms that depend on shared AI infrastructure.

Live chat in Deskpro is one channel inside a unified inbox, not a standalone tool. When a chat conversation needs to escalate to a ticket, that happens automatically with full conversation history attached. If the same customer contacts you by email the following day, the agent sees both interactions in one place. The omnichannel helpdesk model means chat sits alongside email, voice, WhatsApp, Slack, Microsoft Teams, and social in the same platform, with the same SLAs, automations, and reporting applied across all channels. For B2B customer service teams managing complex accounts, that continuity across channels matters more than chat speed alone.

Yes. Deskpro's live chat and Messenger widget can be deployed for internal support alongside customer-facing use. IT help desk teams use it to handle employee queries directly inside internal portals. HR help desk teams use it to field employee questions without relying on email threads or manual ticket logging. Each department gets its own chat configuration, routing rules, and knowledge base access, all managed from the same platform.