Guides
Everything here comes from watching support teams work: what they type twenty times a day, where conversations go wrong, and which habits actually move the numbers rather than the mood. No listicles, no “10 tips”, and nothing that only works if you have a team of forty.
Live chat best practices: how to run a chat people actually use
When to open the chat, how fast to answer, how many conversations one person can really hold, and the four settings that decide whether your widget helps or annoys.
Read the guideSaved replies that don't sound saved
How to write, name and maintain canned responses — including the eight every shop needs, and the test that tells you when a saved reply should never have been one.
Read the guideThe first reply decides the conversation
What to do in the first sixty seconds, how to set an expectation you can keep, and how to say “I don't know yet” without losing the customer.
Read the guideAnswering in Arabic and English without changing who you are
Dialect or Modern Standard, when to mirror the customer, what right-to-left breaks in most tools, and how to keep one brand voice across two scripts.
Read the guide