Features
Features of Brio LiveChat
One place to see visitors, answer chats and keep a full record of every conversation. Here is what each part does for your business.
Conversations
A chat window that keeps the details in view
The visitor’s name, email, current page and previous chats sit beside the conversation, so your team never has to ask twice.
- Typing indicators and delivered and read status
- A queue with wait times, plus assign or transfer to a teammate
- End a chat, then reopen it from history if the customer returns
- Internal notes that only your team can see
Canned replies
Answer common questions in one keystroke
Save the replies you send every day. In any chat, type a slash and start typing a shortcut or a word from the message.
- Organize replies into folders such as Shipping, Billing and Returns
- Insert the visitor's first name and the agent's name automatically
- Share replies with the whole team or keep personal ones
Files and images
Send the screenshot instead of describing it
Visitors and agents can attach images, PDFs and documents. Each file shows its name, type, size and upload progress, with a clear message if something fails.
- Allowed types: JPG, PNG, WebP, GIF, PDF, DOCX, XLSX, TXT, CSV and ZIP
- File size limit from 5 MB to 25 MB depending on plan
- Every upload is scanned before anyone can open it
The rest of the toolkit
Live visitor list
Page, referrer, country, device, browser, operating system and time on site for every visitor.
Browser notifications
Desktop and phone alerts, plus a test so you can confirm sound, voice and pop-ups work.
Search and filters
Search by name, email, message text or date range. Filter by agent, tag or status.
Team and roles
Owner, admin and agent roles. Each agent sets their status to online, away or offline.
Tags and notes
Label chats such as refund or pre-sale and keep private notes on customer profiles.
Business hours
Set hours per weekday and time zone. Outside those hours the widget collects messages.
Reports
First response time, chat volume by hour and chats per agent on Team and Business plans.
Works on phones
Answer chats from any phone browser and add the dashboard to your home screen.
Spam protection
Rate limits, blocked IP lists and email checks keep bots out of your queue.
The website widget
A chat widget that matches your brand
Choose colors, position, welcome message and the agent photo visitors see. It adapts to phones automatically.
Pre-chat form
Name and email are collected before every chat. Add up to three extra fields on Pro and above.
Online, queue and offline
Visitors see when an agent is online, their place in the queue, or your business hours and an offline form.
Conversation history
Returning visitors on the same browser can scroll back through their previous chat with you.
See it running on your own site
The free trial includes every Team plan feature for 25 days.