Enterprise live chat software
Give customers fast answers on your website with live chat that brings AI agents and human agents together. With Dialpad, web chat runs alongside your phone and digital channels, so your teams work from the same customer context.
What is live chat software?
Live chat software lets businesses talk with website visitors and customers in real time through a chat window on a website or in an app. Conversations can be answered by human agents, AI agents, or both, with the chat history saved so teams can follow up and review what customers asked.
Enterprise live chat software adds what larger teams need to run chat at scale: routing to the right team, AI agents that can handle routine requests, supervisor tools for quality, reporting, and integrations with the CRM and help desk systems your team already uses. Those needs are what separate enterprise tools from the simpler widgets among the main types of live chat software.
Live chat alongside voice and digital channels
On Dialpad, web chat runs in a digital contact center alongside channels like SMS and email. Each channel routes conversations to the right team automatically, and agents reply without leaving the Dialpad app, with support for emojis, images, and file sharing. Pair it with Dialpad Support for contact centers to bring your phone and digital conversations onto one platform.
AI agents at the front of the chat
Dialpad Resolve, AI agents for voice and digital interactions, can greet website visitors, answer questions from your help center or knowledge base, and take action in connected systems like Salesforce, HubSpot, Zendesk, and ServiceNow. When a customer asks for a person, the chat is escalated to a human agent in your contact center.
Searchable conversation history
Chats are saved to the digital conversation history, so agents and supervisors can look back at what was asked and how it was resolved. That history helps agents pick up where a previous conversation left off and gives supervisors real conversations to review for quality.
Instant answers for chat agents
With Dialpad's AI Assistant, chat agents can get answers from connected knowledge bases without switching browsers or apps. Supervisors can also see which questions customers ask most often, which helps them spot gaps in documentation and agent training.
More than enterprise live chat software
With Dialpad, live chat, AI agents, and phone calls work together on one platform, so customers can reach you the way they prefer and your team keeps the conversation context.
Supervisor tools for chat
Supervisors can monitor chats in real time, coach agents privately during a conversation, and take over when a chat needs extra attention. That visibility helps maintain quality across a large team without waiting for after-the-fact reviews.
Real-time digital analytics
Real-time dashboards show digital queues, wait times, and how many sessions AI agents handle compared with human agents, so supervisors can adjust staffing as volume changes. Contact center analytics cover voice calls too, so leaders can track performance on the phone and in chat.
Integrations with your CRM and help desk
Connect Dialpad with tools your team already uses, like Salesforce, HubSpot, Zendesk, and Zoho CRM, so agents can see customer details and log conversations without switching apps. You can also build custom integrations with Dialpad's APIs.
Set up channels from one admin portal
Admins can create web chat, SMS, and email channels, choose which digital contact center each one routes to, and configure how conversations are handled before and after routing, all from the Dialpad Admin Portal.
Templates and dispositions for faster replies
Templates help agents answer common questions quickly and consistently, and dispositions let them tag how each conversation ended. Together, they keep chat responses on-brand and make reporting on outcomes easier.
Security and compliance
Web chat API calls and web socket data are encrypted, and Dialpad's security and compliance practices are documented in the Dialpad Trust Center so your team can review them as part of vendor evaluation.
Why use live chat software for your enterprise?
For large organizations, live chat can take pressure off phone lines, support customers at the moment they have a question, and give sales and support teams another way to reach people. Here are three reasons enterprises invest in it.
To meet customers on the channels they prefer
Many customers reach businesses through a mix of phone calls, chat, text, and social media. When those conversations live in one place, agents can see what a customer has already asked and pick up the thread without making them repeat themselves. An omnichannel contact center brings those channels together so the context carries over.
To capture and qualify leads
Chat gives prospects a quick way to ask questions on pricing and product pages. AI agents can collect details and answer common questions at any hour, then route qualified leads to sales reps for follow-up. Keep a path to a person open, since some questions need a human answer.
To reduce queues for phone and email
When AI agents resolve routine requests in chat, fewer customers wait in phone and email queues for those issues. Human agents can also handle more than one chat at a time, which can help teams cover busy periods.
What to look for in enterprise live chat software
Enterprise teams typically need more than a chat widget. When comparing options, look for:
AI agents and human handoffs: AI that can resolve routine requests and pass conversations to a person with context.
Routing and queues: Rules that send chats to the right team based on topic, language, or business hours.
One platform for voice and digital: Chat, phone, SMS, and email managed together, so agents and supervisors aren't switching between tools.
Supervisor tools and analytics: Real-time monitoring, coaching, and reporting on queues, wait times, and outcomes.
Integrations and security: Connections to your CRM and help desk, plus documented security and compliance practices.
Dialpad brings these together on Dialpad's AI platform for customer experience, so live chat, AI agents, and phone calls all contribute to a clearer picture of what customers need.
See enterprise live chat on Dialpad
Get a walkthrough of live chat, AI agents, and human handoffs alongside your phone and digital channels.