AI-powered chat that makes support effortless
AI handles routine questions, prioritises conversations, and highlights key interactions in real time. Your team focuses on complex issues, responds faster, and gains clear insights.
Boost customer engagement with live chat
Increase sales
Use AI to personalise live chat and close deals faster
Save time
Live chat taps into your knowledge base for faster answers
Improve satisfaction
Create seamless conversations and resolve issues faster
Boost productivity
AI streamlines workflows and boosts team output effectively
Al-powered live chat made simple by FocalScope
AI-enhanced chat
AI interacts with visitors and only hands off to agents when necessary.
Proactive live chat
Configure live chat widget to pop-up proactively as visitors browse your site.
Transferable sessions
Transfer or escalate chat sessions to other teams and departments with ease.
Unlimited widgets
FocalScope supports unlimited widgets across all your websites and brands.
Download chat transcripts
All sessions are automatically recorded and stored in FocalScope.
Fully customisable
Tailor widget to your preferences or use our existing templates.
AI-powered frontline chat
AI-powered chatbots serve as your frontline for basic topics, directing customers to support articles in your knowledge base. When needed, AI transfers chat sessions to a human agent. Provide 24/7 support when agents are busy or after office hours.
Universal customer card
View customer information, prior interactions and internal notes. Combine with integrations for deeper references such as past orders and total spend. It won’t matter who is assigned, because your entire support team will have the context before responding.
Shift summary (Night)
Active live chat sessions
Missed live chat sessions
Average handling time (mins)
%
SLA compliance
How AI live chat works
Add live chat widgets to all your websites, across brands and locations, quickly and easily.
Set up AI live chat
Customise the AI live chat widget to match your brand, preferences, and business needs.
Link AI to knowledge base
Connect the AI live chat to your knowledge base to provide instant, accurate answers.
Engage website visitors
Start conversations with your website visitors and take full advantage of live chat features.
With live chat, we feel there is the added human touch where our customers can easily get in touch with our staff to address their needs.
Chris H.
Director, Andlight
AI-powered live chat features features
With new features added every month, FocalScope does more work so you can do less.
AI-powered chatbots
Chatbots handle basic FAQs, share support articles from your knowledge base, and transfer conversations to agents when needed. They provide support when agents are busy or outside business hours.
Proactive live chat
Enables the AI live chat widget to start conversations as visitors browse your site. Provide support, suggest products, and share promotions instantly.
Transferable sessions
Transfer or escalate chat sessions to other teams when needed, so customers can always get the help they need quickly.
Input operating hours
Set your office hours, so your chat widget goes into offline mode when no one is available. During this time, use chatbots to serve customers or let customer fill in a contact form.
Agents at full capacity
Trigger offline mode when agent capacity is full to limit customers’ wait time. Display offline mode, leave a contact form, or hide the chat widget entirely.
Agent online status
Agent availability status is visible across all channels. Supervisors can shift agents between live chat and other channels to balance the workload as required.
Auto-translate language
Users can type messages in their native language, and have it automatically translated to the customers’ preferred language with one click.
Customer file upload
FocalScope live chat allows your customers to send you files such as screenshots and payment receipts.
Create follow-up tickets
For more complex issues that can’t be resolved in a single live chat session, users can create follow-up tickets for further action or updates via email.
Chat history
Chat transcripts are automatically recorded and stored in FocalScope under each customer card. A copy of the transcript can be emailed to customers easily.
Canned responses
Create message templates for the most commonly used answers. This way, agents can pick and choose from a list instead of typing out the same response each time.
Auto-reply
Keep your customers informed with automatic responses and queue status while they wait for the next available agent.
Categorise chats
Tag sessions with labels. Get an overview on common topics your customers are interested in, and run analytics for deeper insights.
Fully customisable
Tailor widget according to your business needs. Adjust colours to match your brand. Customise forms and collect information you need from customers.
Unlimited widgets
Connect as many widgets as you need. Useful for contact centers serving various customers, or for companies with multiple websites.
Web forms
Embed webforms on your website for lead generation or newsletter mailing lists. Set the timing in which the webform will pop-up on visitors’ screens.
Agent display photo
Upload user display images and increase the personal touch to your messages. Enable customers to put a face to your customer support.
Mobile friendly
Supported on iOS and Android.
Chat routing
FocalScope enables automatic routing of live chat sessions to the right teams and agents based on availability and skills.
Measure SLA
Define SLAs policies based on your customers. Configure alerts so FocalScope will warn you ahead of time, and ensure your SLAs are always met. Measure performance for reporting.
Reporting
Customise Excel-based reports according to your business needs. Measure statistics such as chat traffic, average handling time, wait time and agent performance etc.
Dashboards
Customise your dashboard using pre-built templates. Get real-time insights on your team’s performance using live data. Manage your team remotely with ease.
Customer card
Information on your customer such as contact details, prior interactions and internal notes. FocalScope can also pull additional information from your CRM or ERP systems via integrations.
Integrations
Connect your favorite business apps like Shopify, Magento 2 etc. Display relevant customer data like open orders and shipments status within FocalScope live chat session.
FocalScope for Ecommerce
“Whiteaway is a white goods provider. Through several online shops, franchises, and wholesalers, we supply appliances. We have tried other helpdesk software, but FocalScope fits us better. It looks and feels like an email system and enables us to run multiple online web shops in one solution.
After going live with FocalScope, we have seen a greater conversion rate on our website. We attribute this to having our sales people engage directly with customers on live chat.”
Esben A.
CEO, Whiteaway.com
FocalScope for Manufacturing
“FocalScope is a great email tool to handle shared email accounts. Better teamwork and more transparent overview of all our shared inboxes. FocalScope is similar to Outlook so it is a piece of cake for staff to adapt to it. The entire solution is built on Microsoft SQL, a big advantage for us in terms of consolidating reporting data from multiple sources.
Live chat allows customers to easily contact us for an almost immediate response. It is much easier for new clients to take that first step in getting to know more about our products.”
Rasmus E.
General Manager, PJ Diesel
FocalScope for Ecommerce
“FocalScope is a wonderful email and live chat solution. Emails are threaded and assigned ticket numbers automatically. I find it very smart that I can add internal notes to email tickets directly.
Live chat is easy to embed on our website and fully integrated with email ticketing. I like the fact we have all our channels in one software package. I only have good things to say about FocalScope: it is easy to use, constantly updated with new features and fast support.”
Brian H.
Director, Techmaster
FocalScope for Contact Centers
“With FocalScope, we have finally got a modern platform that can easily scale. In addition, it is a big plus for us that the platform also allows us to expand our product range to our customers for the handling of emails, live chat, SMS, Facebook, etc.
We have found a perfect partner who is really good at listening to our wishes and requirements in order to constantly optimize our workflows.”
Mette Monty K.
Head of Department, Pronto Callcenter
Explore omnichannel customer support
Customers need to reach you on different channels. Engage them wherever they are, and deliver satisfaction.
Email ticketing
Handle millions of emails accurately and efficiently every day.
Voice
Flexible and scalable telephony system for big and small businesses.
Social media
Message customers via SMS, Telegram, WhatsApp, Facebook.
Knowledge base
Help customers help themselves with FAQs and support articles.
