Live chat outsourcing with a person on every reply.

Chat is where buyers ask the question that decides the sale: does it fit, does it ship to me, can I book Tuesday. If nobody answers, or a bot loops them back to the FAQ, they close the tab.

The buyers are ecommerce brands, service businesses, clinics, SaaS companies and anyone whose customers write instead of call. Most have chat on the website, a WhatsApp number on the ads and DMs piling up on Instagram, with nobody owning all three. We put people on every channel under one set of rules.

The person on chat works from your knowledge base, your policies and the answers you approve. Anything outside those goes to your team with a clear summary.

AI does the reading and the routing. It detects the language, tags the topic, pulls the order or account record and drafts a reply from your knowledge base.

A person reads that draft, fixes what’s wrong and decides what to send. Customers get a real answer from someone who can tell when a question is really a complaint, and your brand doesn’t depend on a bot guessing.

If you already run an AI agent on chat, we can sit behind it instead. The bot handles simple questions and passes the rest to a person with the conversation history attached.

We start with an audit of your channels: where chats come from, what people ask and what happens to them today. You approve the tone guide, saved replies, escalation rules and the list of things a person must never promise.

Next, people get their own logins in your chat platform, helpdesk or WhatsApp inbox, so every conversation stays in your tools and your history. We agree the response targets with you for each channel and write them into the plan.

The first week runs on one channel, usually website chat or WhatsApp. You read real transcripts, we tune the saved replies together, and then we add the next channel.

Pick the coverage your customers actually use. Every plan is priced on volume and hours, quoted in writing before you start.

Chat is less forgiving than the phone. Spelling, tone and register all show, and a Spanish-speaking customer notices straight away if the reply reads like a translation.

Conversations are routed by language from the first message. Spanish chats go to native speakers from Mexico or Colombia who know when to use tú or usted for your brand. Customers who switch halfway, or write in Spanglish, get someone who reads both without missing a beat.

AI scores every conversation against your scorecard: accuracy, tone, policy, whether the issue was resolved and whether the handoff to sales or support was complete. A sample isn’t enough on chat, because the transcript is your customer’s permanent record of what you said.

Each week we calibrate the scoring with you on real transcripts. You see the same dashboard we do, with scores by person, channel and language.

WhatsApp sets its own rules for businesses. You need opt-in before you message someone. On the WhatsApp Business Platform, you can reply freely within 24 hours of the customer’s last message; outside that window, you can only send approved message templates.

Card numbers never go in chat. PCI DSS covers any system that stores, processes or transmits cardholder data, and a card typed into a chat lands in transcripts, logs and AI tools. People send a secure payment link instead.

SMS marketing in the US has its own consent rules, and personal data rules depend on where your customers live. We follow the rules your counsel sets. Ask any provider how they handle opt-outs, card data and transcript retention.

Sources: WhatsApp Business Messaging Policy (Meta) · PCI Data Security Standard, PCI Security Standards Council

Outsourcing isn’t automatically the right call. Many companies keep a small in-house team for the hardest questions and outsource the hours and channels it can’t cover.

Brand control and data security are the two real risks in handing over chat. Ask any provider these questions, us included, and get the answers in writing.

Start with one channel. Send us a few weeks of transcripts with personal data removed, your knowledge base or FAQ, your policies and your hours.

We come back with a written plan: coverage, response targets, saved replies and the scorecard for the pilot. When the pilot hits the measures you agreed, we add the next channel.