Every rep answers like your best rep
When a human takes over a chat, Shinobi stays in the room. Every visitor message instantly surfaces grounded answers from your knowledge and shows where the customer is in their journey, one click from your reply.
Instant because nothing is generated
On every visitor message, Live Assist retrieves from the same knowledge base your AI answers from. There is no model call on that path, so the answers are on screen the moment the message lands, with the exact article behind each one.
The answer arrives before you ask for it
The visitor types, and the rail beside your composer fills with what you need: the grounded answers and, when the customer escalated mid-workflow, exactly where they left off.
Insert it, make it yours, send it
The answer drops into your composer, where you edit and send it as you. Want the whole reply written? Draft with Shinobi reads the full conversation and writes it, and you stay the sender. The customer never waits on a tab switch.
From rail to reply
One click moves a grounded answer into the composer. Edit it, add warmth, send. The article behind it is one click deep.
No repeating questions
If the customer escalated mid-workflow, Live Assist shows the journey, the step they reached and what was already collected, so nobody asks twice.
The whole reply, on demand
Draft with Shinobi writes a complete reply from the conversation and the customer's history. You approve it by sending it.
Live Assist works inside the console inbox, alongside claim-to-reply and hand-back, on every conversation Livechat hands to your team.