Frequently asked questions

LiveHelpNow is a customer support platform that puts every channel in one agent workspace: website live chat, SMS, email tickets, phone and callbacks, Facebook Messenger, Instagram, WhatsApp, plus a knowledge base and support portal, secure forms, surveys, automations and reporting. Hue, the AI built into it, answers customers and assists agents from knowledge you approve. In business since 2010, based in Doylestown, Pennsylvania.

Hue is the AI assistant built into LiveHelpNow. It learns from your knowledge base, past chats and tickets, your website and documents you upload, then answers customers on its own in chat, on tickets and on the phone, suggests replies for agents, summarizes conversations and answers managers' questions about support data. Every answer comes from your content; when it is not sure, it says so and offers a person.

Yes. One knowledge base, one setup, three audiences. The same index that answers a customer in chat powers the agent's suggestions in the console and the manager's analytics questions. Department scoping and roles decide who sees what, so the customer tier, the staff tier and the executive tier share the knowledge without sharing each other's data.

No. Hue answers routine questions so your team does not have to; your people handle what needs judgment. A person is always one click away for the customer: Hue hands off with a summary of the conversation when the customer asks, when it is unsure, when the topic is sensitive, or when only staff can act. LiveHelpNow is built for AI and agents working the same queue.

Website live chat, SMS, email and ticketing, phone (call flows, callbacks and Zoom Phone), Facebook Messenger, Instagram, WhatsApp and Slack, plus a customer support portal with a knowledge base and secure forms. Conversations from every channel land in one workspace, so the conversation, the ticket and the customer record stay together.

Yes. The agent console translates live chats both ways (Microsoft Translator and Google Translate), so an agent can serve a customer in the customer's language and reply in their own. The knowledge base can show a translation widget for readers. Website crawling for Hue is English by default.

Yes. The AI page lets you enter your website address and see how Hue answers questions from your own content before you sign up. Bring your top twenty customer questions and try them. From there you can book a demo and have a trial set up with the team.

Routing by department, schedule and skill; ticket rules that assign work, change its status, add watchers, post a reply, send email and post to Slack; saved replies that suggest themselves; chat invitations by page, time and returning visitors; transcripts and surveys after each chat; scheduled reports; and Hue answering routine questions on chat, tickets and phone. Basic automations come with every plan, advanced automations from Professional.

Your knowledge base articles, canonical answers mined from past agent replies, recent chats and tickets, a crawl of your website (with priority rules and exclusions), documents you upload (PDF, Word, CSV, Excel), and read-only connections to systems such as Zoho CRM and Google Workspace mail. Sources sync on a schedule, and each source can be scoped to a department.

Hue answers only from your connected content and shows the source behind each answer. If no source covers the question, it does not guess: it says it is not sure and offers to connect the customer with a person. A check after each answer locates every claim in the sources, and Hue refuses to invent links. Nothing is 100 percent, so a human route and the logs of every answer are part of the design.

At any point the customer can ask for a person and the chat goes to your queue with the full conversation and a summary, so nobody repeats themselves. Hue also hands off on its own when it is unsure, when the topic is sensitive (legal, medical, financial, account security) or when only staff can act. On the phone it transfers with a spoken summary of the call.

Customers see only their own account. Staff see what their role and department allow. Owners see everything. A customer's lookups of their own tickets or past chats are tied to the identity your system verified, not to anything the AI decides, so another customer's record simply reads as missing. This is enforced in the system, not by instructions to the AI.

It stays up to date automatically: scheduled syncs and crawls pick up changed articles and documents, and the answers follow. What it learns is approved by a person: corrections an admin writes outrank conflicting sources, new intents start as dry runs, prompt changes are versioned with history and rollback, and deletions wait in a queue for approval.

On each customer message it suggests what to say and what to do, from your knowledge and the customer's own history. Agents can ask Hue directly, draft a reply with a slash command, improve or summarize text in the composer, start a knowledge base article from a Hue answer, and get answers in Slack. Suggestions appear only to the agent, never to the customer.

Ask about your support in plain English and get the figures with the data behind them: volumes, sentiment and promoters from your own surveys and chats, recurring questions, product ideas and improvement suggestions, by period and department. It covers support and CRM data; it is not an accounting tool.

A knowledge gaps check asks the live assistant a set of real customer questions, judges each answer and separates "no article exists" from "the article exists but was not found". You get a list of what to write or fix, and reports show what was answered, handed off and left unanswered.

Hue is built on leading commercial AI models; LiveHelpNow does not train its own. Through the developer platform a customer can run inference on their own Anthropic, OpenAI or AWS Bedrock account, verified before use and switchable at any time, while the knowledge index stays on the platform.

Plans are priced per seat: Essential from $39 per seat a month, Professional from $59 and Premium from $79. AI agent assist is included. Knowledge AI starts at $99 a month, Conversational AI at $499 and Conversational AI Plus at $799, on the Professional and Premium plans. Enterprise pricing is custom. Every price is on the pricing page.

Yes. Every trial is set up for your team after a short call, so it reflects your channels and your content from the first day. Book the call from the demo page.

Essential is live chat with a knowledge base and a customer support portal. Professional adds ticketing, workforce management, advanced automations, dashboards and KPI reporting, data export, call logging and Zoom phone integration. Premium adds white-glove onboarding, a monthly success call, priority support, removal of LiveHelpNow branding and higher limits.

AI agent assist, which suggests replies, summaries and next steps for your agents, is included with no extra charge. Knowledge AI, from $99 a month, lets Hue answer customers from your knowledge base, with 2,000 answers a month on Professional and 5,000 on Premium. Conversational AI, from $499, handles whole conversations, and Conversational AI Plus, from $799, covers high-volume chat.

Pricing is published as clean, predictable tiers: no surprises, no clutter, no hidden upgrades. You add AI packages only when you are ready. For questions about terms and billing, write to billing@livehelpnow.com.

Yes. LiveHelpNow runs a partner program for referral, reseller and integration partners. The partner page describes it; write to partners@livehelpnow.com to start.

We start with a discovery call. We learn how your team works today, where your customers reach you, which questions take up the day and what has not worked so far. Then we show LiveHelpNow on your own questions, and if it fits, we set it up with you: channels, routing, saved replies, your knowledge base and Hue. Premium adds white-glove onboarding and a monthly success call.

No. We set it up with you. Adding chat to a website is a snippet; channels, departments, routing rules and the knowledge sources Hue learns from are configured in the admin. You need someone who knows your processes, not a developer. Developers get a REST API, webhooks and a JavaScript SDK when they want them.

CRM and help desk: Salesforce, HubSpot, Zendesk, Zoho CRM. Messaging: Facebook Messenger, Instagram, WhatsApp, Slack. Email marketing: Mailchimp. Commerce: Shopify and ShipStation for order lookup. Phone and SMS: Zoom Phone, Twilio, Telnyx. Plus SAML single sign-on, outbound webhooks and a REST API for anything else. The integrations page has the full list.

Yes. The REST API, OAuth, webhooks and the JavaScript SDK the chat widget uses are documented at developer.livehelpnow.net. The AI is available to integrators too: chat for customers, an assist surface for agents and analytics for managers, with streaming, escalation flags on every reply and rate limits published in the docs.

Yes. Each account gets a knowledge base and support portal on a LiveHelpNow address or your own domain with SSL: categories, article ratings, comments, search with every query logged, sitemap and canonical tags, white labeling, a private option behind single sign-on, and a support portal where customers submit and track tickets. Publishing an article also updates Hue.

Yes. The chat window, the knowledge base and the support portal carry your logo, colors and domain. The Premium plan removes LiveHelpNow branding from the customer-facing pieces entirely.

Yes. Agents work in the browser at workspace.livehelpnow.net, or in the Windows desktop app that wraps it with tray alerts, sounds and single sign-on.

Yes. We help you move your articles, categories and links, and articles from Zendesk can be imported. We check the result with you before you switch, so your customers do not hit broken links.

Your data is used to answer your questions. It is not used to train AI unless you choose to allow it. Hue's answers, sources and timings are written to a log you can review, and customer identities in cross-session memory are stored only as hashes.

Encryption of personal data at rest and masking in the chat window, secure forms stored in an encrypted vault, SAML single sign-on (Microsoft Entra ID, Google Workspace, Okta), two-factor login by email or SMS code, IP allow-listing for agent login on Enterprise, login throttling, attachment downloads protected by a one-time code, and audit trails for logins, tickets and attachment access.

Yes. Automatic purge can run from immediately after an interaction to 30 days later, per account, with transcript and attachment keep flags; tickets can be purged with an audit record, and a daily job removes personal data by email or phone on request.

LiveHelpNow offers a business associate agreement (BAA) to healthcare customers, and the platform gives you the controls that matter: secure forms in an encrypted vault, encryption and masking of personal data, data purge on a short retention, single sign-on and two-factor login, and audit trails. Ask sales for the BAA and the security pack before you sign.

Yes. Counties, tax authorities and military organizations use LiveHelpNow to answer residents and taxpayers. What matters there is built in: WCAG accessibility in the chat window, a human route for every resident, data purge and export, audit trails and single sign-on. LiveHelpNow is not FedRAMP authorized; ask for the security pack and we will say plainly what is and is not covered.

A human team that responds quickly and stays with you until the job is done, a help center at help.livehelpnow.net, and on the Premium plan, priority support and a monthly dedicated success call.

Support: help@livehelpnow.com. Sales: sales@livehelpnow.com. Billing: billing@livehelpnow.com. Privacy: privacy@livehelpnow.com. Phone: 877-548-3001. Office: 436 N Main St #1107, Doylestown, PA 18901.