CSAT ratingsBasic
When a conversation closes, the customer rates the help in one tap. See the average and the breakdown — overall and per agent — in Analytics.
Features
Every feature. One script tag.
Shared inbox, conversation routing, SLA tracking, CSAT, saved replies, a Help Center, webhooks. Customer support that feels native — not bolted on.
For your visitors
A conversation, not a ticket form
Every support affordance a customer expects from a modern helpdesk — built into the same tag you paste once.
@mentions for teammates
Type @ in an internal note and pick a teammate. They get it in the bell and by email, with a link straight to the conversation.
Lightweight markdown
**Bold** and `inline code`, links that open in a new tab, and a few smileys that turn into emoji. Just enough to point at an order number.
Image upload
Drag, paste, or click to upload. We check the real bytes, strip EXIF from images (privacy), and reject oversize files and decompression bombs before storage.
Saved replies & macrosBasic
Pick a saved answer from the ⚡ menu, with the customer's name filled in, and edit before sending. A shared library so every agent answers the common questions the same way.
Typing indicator
"Alice is typing…" so the customer knows an agent is on it, and the agent sees the customer composing. Throttled server-side so a busy conversation can't generate noise.
Cross-tab session
Sign in on one tab, you're signed in everywhere. Sign out, every tab follows. No flicker, no orphaned sessions.
Full-bleed mobile
On phones the chat takes the full viewport, respects the safe-area inset and uses a 16px input (no iOS zoom). Closing it returns to the bubble.
Multi-language UI
Pick the chat's language per project: English or Spanish. Every visitor-facing string is translated.
Self-service & deflection
Answer faster — deflect the rest
A searchable Help Center in the widget, AI auto-reply on first touch, saved replies, proactive broadcasts, and away-mode messaging. The pieces a busy support team needs, drop-in for any site.
Help Center in the widget
Publish a searchable knowledge base right inside the chat. Customers find the answer before they ever open a conversation.
AI auto-replyPro
Answers visitor messages from what you tell it and your Help Center articles, until a teammate replies. When it isn't sure, it tells the customer a person will follow up. A daily cap keeps costs in check.
Contact & conversation history
Every contact gets a profile with custom attributes, a standing note and their earlier conversations beside the reply box. Search message text across every conversation — on every plan, no history limit.
Business hours & away mode
Set the hours your team is online and the widget header surfaces a clear "We're here" or "Away" state. Outside hours, customers get an away message that sets expectations instead of staring at an empty box.
Broadcasts
Send a one-off message — an incident notice, a new-feature nudge — to all your contacts, or only those with a tag. It lands in each one's latest conversation, personalised with their name.
Snooze conversations
Snooze a thread that's waiting on the customer and it drops out of the inbox for the window you pick, then resurfaces at the top automatically.
Inbox & routing
A shared inbox that routes itself
Layered tools so a growing support volume doesn't turn into a triage sink.
Auto-routingBasic
Turn on auto-assignment and each new conversation goes to the available teammate with the fewest open conversations, skipping anyone marked Away. Automation rules can assign a specific teammate by page, message text, tag or business hours.
Internal notes & @mentions
Leave a private note on any conversation — invisible to the customer — and @mention a teammate to loop them in. The whole back-and-forth that solves the ticket stays attached to the thread.
Tags & priorityPro
One-click tagging from any conversation, plus a priority flag that floats urgent threads to the top. Filter the inbox by tag, and let automation rules act on them.
SLA targets & breach view
Set a reply-time target (e.g. 30 min). The inbox shows how long each customer has been waiting, a Breaching SLA filter lists the ones past it, and you get an email (and Slack) alert on a breach.
Shared agent inbox
Every conversation lands in one shared inbox your whole team works from, with live reply as the customer types. Filter by assignee, status, or tag so nobody double-answers the same thread.
Merge conversations
When the same customer opens two threads about one issue, merge them in two clicks. The messages combine into a single timeline so an agent isn't answering the same person in parallel.
Teammates & sub-adminsBasic
Give every agent their own login: Basic includes 2 teammates, Pro 10. Teammates work the inbox; settings stay read-only for them.
Bulk inbox actions
Select a batch of conversations and close or snooze them in one click.
Agent presence
See which teammates are online or away right in the inbox. Auto-assignment respects it, so conversations land with someone who's actually at their desk.
Brand & UX
Looks like part of your site
Out-of-the-box default that's already nice. Eight presets when you want a quick swap. Theme editor + custom CSS on Basic for total control.
Theme editor
Seven built-in themes (Classic, Midnight, Ocean, Forest, Sunset, Grape, Charcoal), or set the seven colors yourself and save them as your own.
Custom CSSBasic
Style the chat window with your own CSS, through stable hooks (.hb-header, .hb-messages, .hb-bubble, .hb-composer). We sanitize it on save; url() and @import are removed.
Position
Anchor the chat bubble to any of the four corners, and choose whether it starts open.
Your own texts
Set the bubble's tooltip and chat title, the send button and the "type a message" placeholder in your own words.
Chat wallpaperBasic
A subtle background behind the messages: ten built-in patterns, or the address of your own image. An overlay slider keeps text crisp on top.
Help & automation
Less busywork, faster answers
Slack notifications
Post new customer messages and SLA breaches to a Slack channel, so the team sees what's waiting where they already are.
Proactive greeting
Send a welcome after N seconds on a page — optionally only on pages like /checkout — with an optional follow-up nudge. It reads as if from your team and stays quiet once the conversation has started.
Support analyticsPro
New and closed conversations, messages per day, median and 90th-percentile first-reply time, CSAT, an hour-of-day heatmap and a per-agent table — for the last 7, 30 or 90 days.
Email digests
Bundle new customer messages into a periodic summary email — 10-minute minimum cadence. Never miss a waiting customer while you're away from the inbox.
Notification bell
An unread badge in the sidebar for the notes you were @mentioned in. Click one to jump straight to the conversation.
Per-page conversation context
Every conversation records the page the customer wrote from, so agents see whether they came from pricing, checkout or a docs page.
File attachments
Customers and agents attach screenshots, PDFs, spreadsheets and logs right in the thread, up to 10 MB. We validate the bytes, and strip EXIF from images before storage.
Integrations
Wire it into the stack you already have
JavaScript API
identify, open, close. Drive the widget from your own code.
Read the docs →Verified identityPro
Pre-authenticate customers with your own login. Sign the visitor's identifier server-side and the widget arrives already known and verified — so agents know exactly who they're helping.
Identity docs →WebhooksPro
HMAC-signed POSTs when a message is posted or a teammate is @mentioned — pipe into Slack, Zapier, or your CRM.
Shopify
Install HelpBird from the Shopify App Store and switch on the app embed in your theme editor — no code. It shows on every product, collection and cart page.
WordPress & Wix
Paste the script tag into a header-scripts field in WordPress, or a custom-code embed in Wix. Works with any theme.
Runtime
Built to take a beating
A live support inbox is rough on infrastructure. We've made this part the boring part.
Live, with a fallback
Replies arrive over a live socket. If the connection drops, the chat keeps working by polling until it's back.
Feels instant
Messages appear the moment they're sent and reconcile with the server behind the scenes — a reply that crosses yours is never lost.
Light by design
The loader is a ~4 KB (gzipped) async script, so first paint is unaffected; the chat itself loads once your page is idle.
Hardened
EXIF scrubbing on image uploads. HMAC-signed webhooks. Hashed passwords. CSP frame-ancestors guard. Cross-site writes refused.
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