Chats answered in seconds, in your voice

Plans depend on hours, desks and coverage. Get a staffing plan within 1 business day. As a reference point, cost guides in 2026 put managed offshore support staff at $7 to $15 an hour (Wishup, Cherry Assistant), while US premium assistant services publish $28 to $36 an hour at Time etc and $65 an hour at Boldly. AssistBPO prices per agent for a block of hours in your time zone, so the number of chats in a busy week does not move the bill.

The agent's only job during your hours is the chat queue, with status set to available and the widget open on a dedicated screen. Speed to first response is tracked on every chat and shown in the end-of-day report alongside any chats that were missed. During the discovery call we agree the response target you want and size coverage to hit it, adding a second agent at peak hours if your traffic needs it.

Yes. Most chat desks are a mix: a visitor asks about sizing or pricing, the agent answers, then offers to book a call or apply a code you have approved. We load product facts, objections and the offers you allow into the canned responses, and the agent captures name, email and interest into HubSpot, GoHighLevel or your CRM before handing off. Chat-sourced leads and bookings are counted separately in the weekly review.

You choose. The widget can switch to an offline form, a chatbot, or a message that gives your hours, and the agent answers every offline message at the start of the next shift. If you need a person around the clock, we build a 24/7 chat pod of agents and a lead who share one queue and one set of canned responses, with AEST overnight shifts available on request.

Intercom, Zendesk Messaging, Gorgias, Freshchat, HubSpot Conversations, Help Scout Beacon, Shopify Inbox, GoHighLevel and most website widgets. The agent works inside your account under a seat you create, so transcripts, tags and reporting stay yours. If you run a chatbot for first contact, the agent monitors its hand-offs and steps in when the bot cannot answer or the visitor asks for a person.

A trained chat agent handles a few conversations in parallel, and the tool shows the team lead the live load. If your traffic regularly pushes past that, we add a second agent for the busy hours rather than letting response times slide. Traffic by hour is one of the first things we look at in the weekly review, so coverage follows your actual visitor pattern, not a guess.

Product facts live in a shared knowledge sheet you approve and can edit at any time, and canned responses are versioned so an old answer is never sent. Anything not covered is handed off rather than improvised. The team lead reads transcripts every week and scores a monthly sample on accuracy, speed and tone, and any correction you send is folded into the knowledge sheet the same day.

Yes. Many clients start with coverage on their busiest four or five hours, usually late morning and early afternoon in their own time zone, and extend once they see the conversion numbers. Coverage windows can be changed at the weekly review, and the daily report shows chats by hour so you can see exactly where extending the desk would pay off.

Run both, with the bot in front. A bot handles the questions that repeat: opening hours, shipping times, where the tracking link lives. It handles badly the visitor who is annoyed, the one whose question has two parts, and the one who is ready to buy and wants a person to confirm something first. The agent monitors the bot's hand-offs and picks up where it stalls, so the bot takes the volume and the person takes the chats where the money and the complaints are.

Yes, and the daily report is how you decide where to cut. It shows chats by hour, so you can see which part of the window is earning its keep before you shorten it. Coverage windows change at the weekly review, and the plan itself is month to month with thirty days notice to move between the 80-hour and 160-hour desks. Clients who drop back to sales hours usually leave the offline form switched on, and the agent clears those messages at the start of the next shift.

Three documents and one seat. The product facts the agent may state without checking, the canned responses written in your tone, and the hand-off rules saying which chats go to your sales or support staff and how. The seat lives in your own Intercom, Zendesk, Gorgias or widget account with the permissions you assign. We then set the proactive triggers on the pages you pick, usually pricing, checkout and help, and run a shadow week with the team lead reading every transcript before the widget goes live.