Main functionality
Vivo.chat is your command center for customer communications — a space where every conversation is under control. All inquiries from your website, forms, or widgets are collected in a single interface: you can see who is writing, where they're from, which city, and how many times they’ve visited.
The chat is as simple as a messenger but as powerful as a support platform: on the left, you have the list of conversations; in the center — the active chat; on the right — visit details and actions. AI integration helps respond to common questions faster — it suggests templates, shows what the client clicked on, and provides context for the interaction. You can easily transfer the chat, make a call, mark as spam, or attach media.
Vivo.chat isn’t just a message window. It’s a workspace where you see the full communication history, the context of the visit, and can quickly resolve issues. It’s comfortable for the client and efficient for you.
AI
AI in Vivo.chat is a built-in assistant that works with the operator, not instead of them. It reads customer messages in real time and instantly suggests ready-made responses based on key topics — such as “delivery,” “website,” or “deposit/withdrawal.” These topics appear on the side as hashtags, allowing the operator to simply click and choose the appropriate response — saving time without losing meaning. Messages that have already been answered are highlighted in gray.
To help the AI better adapt to your business, a separate VivoAI Assistant tab allows you to define your communication tone, rules, and examples of typical scenarios. This helps the assistant speak “in your voice,” with the right level of care or boldness.
Vivochat's intelligent text editor is built right into the operator's window. When writing a message, the system suggests improvements: correct grammar, change the style to be more friendly or formal, rephrase. All in one click. This minimizes errors, relieves the operator of the language load and helps quickly adapt the response to the client's mood or brand policy.
Languages
Vivo.chat can speak the client's language — literally. The chat has a built-in automatic translator that allows you to conduct a dialogue with the user in their native language, even if the operator does not speak it.
AI itself determines the language of the incoming message and offers a translation, and also allows you to quickly select in which language to send a response — from a drop-down list. Russian, English, Polish, Uzbek, Kazakh, and others — everything is included out of the box.
The operator sees the original and the translation, can correct the text manually, but more often — just sends a ready-made phrase. It is convenient, fast and removes the language barrier from customer service.
Task Management
In Vivo.chat, you can not only respond to clients, but also create full-fledged tasks directly from the dialogue. This is convenient if you need to record a request, transfer it to work or postpone the solution of the issue. Each task is recorded in a separate list indicating the status, client, department and assigned performer.
You can leave comments in a task, attach files, change responsible persons and track progress - all in one window. The system shows who created it, who is working on its implementation, and allows you to quickly go to the client's details.
This turns Vivo.chat into more than just a communication channel, but a single space for working with requests — from the first message to a closed task. Everything is recorded, nothing is lost, everything is under control.
Smart tips
The Vivochat system has a convenient tool to help operators in correspondence - "smart tips" and "scripts". These are two blocks that work together, but solve different problems.
Hints are automatic text suggestions that the system offers to the operator directly during the typing process. The more often the operator uses a phrase, the higher it is in the list. The screenshot shows how the operator is prompted with templates: "Hi! I'll help you now, just a minute", "I'm checking the order status", etc., with an indication of the frequency of their use (for example, 14 times). This reduces the response time and makes the communication style uniform.
This screenshot shows how smart suggestions work during a chat. When an operator starts typing a message, the system automatically suggests phrases that have been used most often in similar situations. Each suggestion is accompanied by a counter — it shows how many times it has been used. This allows the operator to quickly select a suitable template without typing too much.
The second element is scripts. These are pre-prepared response blocks, structured by topic: greeting, skin care, delivery, return, etc. The operator selects the desired category in a couple of clicks and inserts the pre-approved text. This is useful in situations where the accuracy of wording is important (for example, legal or medical information), and reduces the likelihood of errors.
Key actions
Vivo.chat has all the tools for managing a conversation in one place, so that the operator can act quickly and without unnecessary clicks. The "Transfer" button allows you to find the right employee or department through the built-in search and instantly transfer the chat to another specialist. This is convenient when the issue is beyond the scope of competence or requires the attention of a specialized team.
Calls are also available - you can call the client directly from the chat, without switching to other systems. If necessary, the dialogue can be marked as spam so that it does not interfere anymore.
Below are tabs with media, files, voice and call history. The operator does not need to scroll through the chat manually - everything is available in one click, sorted by type and grouped. This allows you to quickly find the desired file, listen to the audio message again or check previous communication attempts.
Vivo.chat is not only for chatting — the interface has a built-in option for sending attachments directly to the chat. The operator has access to two types of files: images and videos, as well as documents. This is convenient when the client needs to send instructions, a price list, a guarantee, or simply show the product in person.
All files are instantly displayed in the chat, and then automatically go to the corresponding tabs: “Media” and “Files”, so that they do not get lost and are at hand.
Sending attachments is implemented in one click, without reboots and waiting. Everything is done so that the client receives maximum information and trust in one window. Everything works on the fly and without delays - the interface is not overloaded, the focus always remains on the client.
Dialogue Management
Vivo.chat has a separate section called "Archive", where the history of all requests is stored. It is convenient to track who wrote and when, through which channel, how much time the client spent in the queue and how long they waited for the first response. All statistics are at hand - you can filter requests by keywords, statuses (for example, "Active" or "Completed"), and also see the duration of the dialogue. This allows you to evaluate the speed of support and analyze cases if controversial situations arise.
In the Dialogue Settings section, the administrator sets the rules by which operators work with requests. You can set a limit on the number of active chats for one employee, enable automatic closing or manually set the timer. A system of prioritization by waiting time is also available - requests where the client waits longer will be sent to operators first. This reduces the average response time and helps the team maintain the rhythm.
To speed up the work, there is a separate section with "Hot Keys". Here you can set up combinations for accepting and closing chats, moving up and down the list, and also mass accepting a batch of dialogs. This is especially useful in a stream, when you need to quickly switch between requests and not waste time on the mouse.
The Communication Channels section in Vivo.chat is where you manage your clients' entry points into the system. All channels are connected and configured here: website, email, telephony. You can add a new channel in just a couple of clicks — just select the type (widget, email, or calls), set an internal name, and click Add.
A channel is what a client uses to get into your chat. If you already have a widget or email, we can easily connect it. The channel list displays activity (number of requests), type (with icons) and provides quick access to management.
If your company has its own channel, we will connect it without any problems. Everything is scalable: one business - many entrances, one platform - single control.
Analytics
Vivo.chat has a powerful analytics module that allows you to track support efficiency across different sections. The Statistics section contains key metrics — from the total number of requests to the operator rating. The first screen shows a summary: incoming and accepted requests, cancellations, average response time, dialogue duration, and overall team rating. You can select a period (today, week, etc.) and see a comparison with the previous one.
If you need more precise monitoring, you can create a custom query in "Chat Analytics". It displays metric values at a given time: number of incoming, waiting for the last dialogue, update frequency. You can set the period, channels, and also build a monitoring system - for example, to track the growth of queues.
The Dialogue Activity block helps you track how customers behave on specific channels — how many requests per day, how many cancellations, when there were peaks. This is especially useful for assessing advertising effectiveness, seasonal activity, or channel issues.
Everything is built on graphs for each channel separately.
The Operators section is a detailed table with individual statistics for each employee: number of requests received, average response time, dialogue duration, customer ratings, and final rating. This table can be downloaded to analyze the indicators in Excel or BI systems.
This whole system is not just about numbers. It is a tool that helps make decisions, see weak points in support, find overloads and improve processes in a targeted manner.