Do I need reps available 24/7?

No. AI handles conversations when reps aren't available. When a conversation needs human attention outside business hours, AI can book a meeting for follow-up or capture information for later outreach.

How does the handoff work for visitors?

Seamlessly. The visitor doesn't see 'transferring to human' — the conversation just continues. The rep has full context, so visitors don't have to repeat anything.

Can reps choose which conversations to take?

Yes. Reps see all active conversations and can choose to engage based on account value, intent score, or their own judgment. They can also be auto-assigned based on routing rules.

What if no reps are available?

AI continues the conversation. If it's a high-value situation, AI can book a meeting, capture contact info, or trigger a follow-up workflow. Nothing falls through the cracks.

Can I see conversation history?

Yes. All conversations are logged with full transcripts, visitor context, and outcomes. You can review conversations, see what AI vs human said, and track performance.

Does this integrate with my CRM?

Yes. Conversations sync to HubSpot or Salesforce. New contacts are created, activities are logged, and engagement is tracked on the account/contact record.

Can multiple reps collaborate on a conversation?

Reps can add internal notes visible only to the team. When a conversation needs to be handled by a different rep, they can reassign it through the dashboard with full context preserved.

How do I measure AI vs human performance?

Warmly provides analytics showing conversations by type (AI-only, human-only, AI-to-human handoff), conversion rates by category, and rep-level performance metrics.

Live Human Chat

AI Qualifies. Humans Close

Warmly's AI handles initial engagement 24/7. When a conversation needs a human touch, your reps take over with full context — no "can you repeat that?" The best of both worlds.

Warmly's Live Human Chat enables seamless handoff from AI to human reps when conversations need a personal touch. Unlike traditional chat tools that force you to choose between AI or human, Warmly's AI handles 80% of conversations (FAQ, qualification, initial engagement) while reps take over high-value situations with full context — visitor identity, CRM history, pages viewed, and the complete AI conversation transcript. Visitors never know the handoff happened.

See Live Chat in Action

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4.8/5

85+ Reviews (aggregated from G2, Gartner Peer Insights)

Ask AI about Warmly:

What is Warmly's Live Human Chat?

Live Human Chat is how your reps engage with website visitors in real-time

AI handles first contact

Qualification, questions, initial engagement

Seamless handoff

Rep takes over with full context

Proactive engagement

Jump into any conversation, anytime

VIP alerts

Get notified when high-value visitors arrive

Full history

Everything the AI discussed, plus CRM context

The AI + Human balance

AI: 24/7 coverage, handles 80% of conversations

Humans: High-value conversations, complex situations, relationship building

Best for

Teams wanting AI efficiency without losing human touch

Sales orgs with reps who want to engage live visitors

Companies with high-value deals that need personal attention

AI Alone Isn't Always Enough

AI chat is efficient, but some situations need humans

Enterprise deals • High stakes, need relationship building

Complex questions • Beyond AI's training

Objection handling • Nuanced pushback needs human response

Negotiation • Pricing discussions, custom deals

Strategic accounts • VIPs deserve personal attention

Pain Points:

Context-losing handoffs

Visitor repeats themselves; rep starts from scratch

AI-only or human-only

Either reps waste time on FAQ or AI fumbles complex deals

No VIP notifications

High-value visitors leave without ever talking to a human

Missing conversation history

Rep can't see what AI discussed, makes redundant asks

No prioritization

Reps can't tell which conversations matter most

After-hours gaps

AI can't handle urgent situations, no escalation path

The problem with most chat tools:

AI or human — pick one

Handoffs lose context

Reps miss when VIPs arrive

No way to prioritize high-value conversations

Warmly solves this with seamless AI-to-human handoff.

Part of the Inbound Agent Ecosystem

Live Human Chat works alongside other Inbound Agent capabilities to ensure high-value visitors get the right experience:

How Live Human Chat Connects:

Inbound Feature

How It Works with Live Human Chat

AI Chatbot

AI handles initial engagement; hands off to humans for complex conversations

Routing

Determines which rep receives the handoff based on territory, tier, expertise

Real-time Alerts

Notifies reps when VIP arrives or handoff needed

Meeting Booking

Reps can book meetings inline during chat

Warm Offers

Popup can initiate chat that may escalate to human

Seamless Handoff, Full Context

What the rep sees when taking over:

Full conversation transcript

Pages viewed this session

Visitor identification (name, company, title)

Intent score and signals

CRM history (deals, activities, ownership)

AI's assessment and recommendations

When Humans Should Take Over

Automatic Triggers

VIP visitor

Decision-maker from target account

Existing customer

Support or expansion opportunity

Open opportunity

Deal in pipeline visiting

High intent score

Ready to buy signals

Request for human

Visitor asks to talk to someone

Manual Triggers

Rep jumps in

Sees interesting conversation, takes over

Scheduled availability

During business hours, humans engage

Account-based rules

Named accounts always get human

AI Recommendations

AI suggests handoff

"This visitor seems ready to talk pricing"

Complexity detected

Question beyond AI's confidence

Sentiment shift

Frustration or urgency detected

Everything Reps Need to Engage

Real-Time Dashboard

Reps engage visitors through the Warmly dashboard (alerts notify via Slack/MS Teams, but responses happen in-app):

See all active conversations

Filter by intent score, account tier, deal stage

One-click takeover

Visitor context at a glance

Full Context Panel

When engaging a visitor, reps see:

Identity

Name, title, company, LinkedIn

CRM

Account status, deal stage, owner, activities

Behavior

Pages viewed, time on site, previous visits

Intent

Score, signals, buying stage

History

Previous conversations, email engagement

Conversation Tools

Meeting booking (inline calendar link)

Link sharing in messages

Internal notes (not visible to visitor)

Video/audio calling (WebRTC)

Never Miss a High-Value Visitor

Configure alerts for:

Named accounts • Target account arrives

Decision-makers • VP+ from any account

Intent score threshold • Score above X

Deal stage • Active opportunity visiting

Custom rules • Any criteria you define

Alert channels:

Slack (personal or channel)

MS Teams

What Teams See

Of live chats convert to meetings

AI handled 20% human seamlessly

Visitor satisfaction on handoffs

Rep Productivity

"Our reps used to hate chat because they got stuck answering FAQ questions. Now AI handles that and reps only engage when it matters. They're closing deals from chat, not doing support."

— Director of Sales, Series C SaaS

Key metric:Reps focus on high-value conversations only

Context Preservation

"Before Warmly, handoffs were painful. Visitors would repeat their whole story to the rep. Now the rep sees everything — what AI discussed, what pages they viewed, their deal in Salesforce. Conversations start warm."

— VP of Revenue Operations, Mid-Market SaaS

Key metric:Zero context repetition on handoffs

VIP Engagement

"We configured alerts for Tier 1 accounts. Last week a decision-maker from a target account was browsing pricing. Our AE got an alert, jumped in, and booked a meeting in under 2 minutes. That deal closed in 3 weeks."

— Head of Sales Development, Enterprise SaaS

Key metric:Real-time VIP engagement → 3-week close

How Teams Use Live Human Chat

Enterprise deal engagement

Reps take over when high-ACV visitors are identified

Competitive situations

Human handles nuanced objection handling

Strategic account coverage

VIP alerts ensure named accounts always get human touch

Pipeline acceleration

Reps engage hot visitors before they leave

Lead qualification efficiency

AI qualifies; SDRs only engage qualified visitors

Meeting booking

SDRs can book meetings inline during conversation

Multi-task coverage

SDRs handle multiple conversations with context panels

After-hours capture

AI collects info for SDR follow-up next day

Routing optimization

Configure who gets which handoffs by tier/territory

Performance tracking

See AI vs human conversation metrics

CRM hygiene

All conversations logged with full attribution

Process standardization

Consistent handoff triggers across team

Enable Your Team in Minutes

Set handoff rules

When should humans take over

Configure alerts

Who gets notified for what

Train your team

Quick onboarding on the interface

Go live

Reps start engaging immediately

No complex setup. AI keeps working when reps aren't available.

Book a Demo

Common Questions

AI Efficiency. Human Touch. Both.

Stop choosing between AI chat and human chat. Let AI handle the volume while your reps focus on conversations that close deals. Full context on every handoff — visitors never repeat themselves.