Starts the chat at the right moment
Neo notices when a shopper hesitates, like comparing sizes or stalling at checkout, and opens with a message about the page they’re on.
Live chat that answers shoppers before they leave
Your AI agent answers questions on your site, suggests the right product and looks up orders. When a shopper needs a person, your team takes over the chat.
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Powering support for growing teams
AI chat agent
Every chat sounds like your store and knows what’s in the cart
Neo, ThriveDesk’s AI agent, answers shoppers on your site at any hour. It starts the chat when someone hesitates, suggests products, looks up orders and brings in a teammate when a person should decide. The same agent answers your email, so a shopper who writes in later gets the same answer.
Product cards in the chat
Neo answers product questions and suggests what goes with them. Shoppers add the products to their cart without leaving the chat.
Quick options and forms
The widget opens with shortcuts: start a chat, check an order or search your help center. Order status asks for an email and order number, then shows the tracking.
One widget per brand
Running more than one store? Each one gets its own colors, agent name, greeting and voice.
Hands off with the whole story
When a chat needs a person, Neo assigns the right teammate and leaves a private note: what the shopper wants, what it checked and what it didn’t promise.
When your team takes the chat
Neo helps your teammates in the same chats it hands them.
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The order already pulled up
Neo puts the shopper’s order, cart and the page they’re on next to the chat, so you answer without looking anything up.
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Long chats in a few lines
A summary at the top says what happened, what was promised and what’s still open.
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Read in yours, reply in theirs
Read any message in your own language and send the reply back in the customer’s.
Widget demo
Make it your own
Adjust the controls and the assistant beside it reacts instantly. This is the real widget — chat, orders, and docs included.
Accent color
Live chat
E-commerce
Knowledge base
Contact form
Position
Theme
For ecommerce
Answer shoppers while they’re still deciding
Most chat widgets sit empty until an agent comes online. In ThriveDesk, Neo answers the moment a shopper asks. It knows your products and the shopper’s orders, and it brings in your team when a chat needs a person.
01 — Product questions
Neo knows your products.
Is it vegan? Does it come in a bigger pack? Neo answers from your product pages and help center, then links the product that fits.
02 — Order status
“Where’s my order?” answered in seconds.
Connect your store and Neo checks the order and its tracking right in the chat, so nobody waits on an agent for a delivery date.
03 — Visitor context
Know who you’re talking to.
See the page a shopper is on, where they came from and their past orders before anyone types a word.
04 — Human in the loop
Your team takes the tricky ones.
When a chat needs a person, Neo passes it to the right teammate with a summary. The shopper stays in the same chat.
05 — Results
Nights and weekends are covered.
Neo answers chats at 2am and on Sundays, so your team starts the day with only the chats that need a person.
- resolved by Neo without an agent
- 65%
- languages handled automatically
- 50+
- widget, so your pages stay fast
- 20KB
- setup to first AI reply
- 20 min
The widget
The chat basics, built for a team
Everyone replies from one shared inbox and can see who’s handling which chat.
Help articles in the widget
Shoppers search your help center and see suggested articles as they type, without leaving the page.
Pre-chat form
Ask for an order number or a topic before the chat starts, with up to five custom fields.
Chat that continues by email
If a shopper leaves mid-chat, follow up by email. The whole exchange stays in one thread.
Offline messages
When your team is away, shoppers leave a message and get the reply by email.
Photos and files
Shoppers can send a photo of a damaged item or a receipt right in the chat.
Visitor details
See where each visitor came from, the page they’re on and their past conversations.
Assignment and private notes
Hand a chat to a teammate in one click, and talk it over in private notes and @mentions.
Notifications
Sound, desktop and mobile push alerts for every new chat, so nobody sits waiting.
Mobile apps
Answer chats from the iOS and Android apps when you’re away from your desk.
Automation
Send every chat to the right person
Build rules without code. Match on the message, tags or what the shopper picked in the pre-chat form, then assign the chat, tag it or send a reply.
- Auto-assign chats from pre-chat form answers
- AI tagging and priority on new chats
- Auto-replies outside business hours
Compare
Why stores move their live chat to ThriveDesk
A live chat team can only answer while someone is online, and a basic chatbot only knows its script. Neo answers at any hour from your own content and can see the shopper’s orders. When a chat needs judgment, your team takes it.
| Feature | Recommended ThriveDesk AI agent + your team | Live chat agents Human-staffed widget | Basic chatbots Scripted flows |
|---|---|---|---|
| Live chat | |||
| Availability | 24/7, Neo never logs off | While someone is online | 24/7 |
| First reply | Seconds, any hour | Minutes, when someone’s free | Seconds |
| Languages | 50+, automatic | Whoever is on shift | The ones you script |
| Setup time | Under 20 minutes | Hiring and training | Days of building flows |
| Answers from your help center | Yes, learns it right away | Agents look it up | Only what you script |
| Human handoff | Yes, with a summary | Native | Often a dead end |
| Ecommerce | |||
| Product questions | Yes, from your product pages | If the agent knows | Scripted answers only |
| Order status and tracking in the chat | Yes, from your store | Looked up by hand | No |
| Customer’s orders beside the chat | Yes, next to the thread | Separate tabs | No |
| Follow up by email after they leave | Yes, in the same thread | Copy it into email | No |
| Widget matches your brand | Yes, colors, logo and name | Depends on the tool | Depends on the tool |
Setup
Live in three steps
Works on any website, whatever your store runs on.
- 01
Add the widget
Paste one snippet into your site and the chat shows up on every page. You don’t need a developer.
- 02
Teach Neo your store
Point Neo at your help center, website pages and files. It learns new content as soon as you add it.
- 03
Make it look like your brand
Set the colors, logo, greeting and position, and give Neo its own name and icon.
Works on any website About 20KB, loads without blocking the page Built for phones too
Results
What stores get from AI support
Numbers from stores that use Neo, ThriveDesk’s AI agent.
- total conversations handled
- 5.5M+
- in revenue from AI interactions
- $1.4M+
- the average ecommerce conversion rate
- 10–15x
- AI conversion rate
- 40.8%
Testimonials
“ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ”
“ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ”
“ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ”
“ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ”
“ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ”
Muslims Day
“ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ”
FAQ
Questions about live chat in ThriveDesk
Anything else? Talk to us, or see pricing and everything live chat does.
What is AI live chat?
It’s a chat widget on your site where an AI agent answers shoppers the moment they ask. In ThriveDesk that agent is Neo. It answers from your help center and product pages, and passes the chat to your team when a person should take over.
How long does it take to set up ThriveDesk live chat?
Most stores are live in under 20 minutes. Add the widget to your site, point Neo at your help center and pages, and it starts answering chats right away.
What happens when Neo can’t answer a question?
Neo assigns the chat to the right teammate and leaves a summary of the conversation. Your teammate joins the same chat, so the shopper doesn’t have to repeat anything.
What languages does Neo chat in?
Neo reads and replies in more than 50 languages, so a shopper who writes in French gets an answer in French.
Will the chat widget slow down my website?
No. The widget is about 20KB and loads from a global CDN without blocking the page, so your store stays fast.
Can Neo recommend products to shoppers?
Yes. Neo reads your product pages, so it can answer questions about sizing, ingredients or compatibility and point the shopper to the product that fits.
Can Neo check an order’s status in the chat?
Yes. Connect your store and Neo looks up the shopper’s order, its status and tracking, and answers in the chat. Your team sees the same orders next to every conversation.
Can I match the chat widget to my brand?
Yes. Set the colors, logo, greeting and position, and give Neo its own name and icon.
What happens to chats when my team is offline?
Neo keeps answering. If a shopper needs a person, they can leave a message, and your team replies by email in the same thread.
Does live chat work on mobile?
Yes. The widget works on phones for shoppers, and your team can reply from the ThriveDesk iOS and Android apps.
Do chats land in the same inbox as email?
Yes. Every chat lands in the shared inbox next to your email, so your team works one queue.
Is AI live chat better than hiring live chat agents?
It depends on your volume and your hours. Neo covers every hour and answers the routine questions in seconds, while your team takes the chats that need judgment. Most stores use both. The free trial runs on your real store, so you can see how many chats Neo handles before you decide.
More channels
Email and messages land in the same inbox
Outlook Connect Outlook and Microsoft 365 inboxes and answer customer email from the shared inbox.
Gmail Connect Gmail and Google Workspace addresses and reply to customers from ThriveDesk. Email Point any support address at ThriveDesk and turn each message into a conversation. Phone & SMS Bring voicemails from your phone provider into the same inbox as your email and chat. WhatsApp Coming soon Reply to WhatsApp messages from ThriveDesk alongside your email and chat. Messenger Coming soon Answer Facebook Messenger conversations from the shared inbox.
