Live Chat Inbox — All Conversations, One Place

AI handles most chats, humans handle the rest

StuckChat operates on a smart hybrid model. The AI handles the majority of incoming WhatsApp messages automatically — answering questions, capturing leads, and providing information. But when a situation requires human judgment, empathy, or authority, your team steps in seamlessly.

The Live Chat Inbox shows all ongoing WhatsApp conversations in one organised view. Conversations are colour-coded by status — AI handling (green), waiting for human (orange), human active (blue), resolved (grey). Your team can see at a glance which conversations need attention and jump in with one click.

When you take over a conversation from the AI, the customer receives no interruption — the handover is invisible to them. They simply notice that the responses become even more personalised. Behind the scenes, your team sees the full conversation history and can immediately respond with complete context.

Key live chat features

• Unified inbox — all WhatsApp conversations in one organised view
• One-click AI to human handover — instantly take over any conversation
• Agent assignment — route conversations to the most suitable team member
• Internal notes — add private notes visible only to your team
• Customer profile panel — see lead details, history, and status alongside chat
• Quick replies — save common responses for faster customer service
• Read receipts — know when customers have read your messages
• File sharing — send images, PDFs, and documents directly in chat

Agent assignment and routing

As your team grows, efficient routing becomes critical. StuckChat lets managers assign incoming conversations to specific agents based on the type of query, the customer's history, or team availability. Each agent sees only their assigned conversations, reducing confusion and ensuring accountability.

Managers get a bird's-eye view of all conversations, all agents, and all response times. This helps identify bottlenecks, ensure service quality, and track individual agent performance over time.

Internal notes for teamwork

Sometimes you need to leave context for a colleague who will handle a conversation after you. Internal notes let you add private messages to any conversation that only your team can see — never the customer. This is invaluable for shift handovers, escalations, and complex multi-step customer journeys.

When to use live chat vs AI

Let the AI Auto-Reply handle standard queries, FAQs, lead capture, and routine conversations. Use Live Chat for: complex complaints, custom quotations, high-value customers who deserve VIP treatment, sensitive situations, or whenever the AI explicitly escalates a conversation. This combination gives you the best of both worlds — scale and speed from AI, empathy and judgement from humans.