Note: Rep voice and video calling was retired on August 1, 2026. Reps chat with visitors in text, and visitors can still talk with your AI SDR agent by voice or video.
The Qualified live chat messenger is where reps chat with visitors in real time and offer the meeting booker. You can also see a visitor’s earlier conversations with your AI SDR agent or with reps.
Below are details on different feature reps can utilize while live chatting with visitors:
If you want to learn more about the Visitor 360 and Live View, check out Navigating Qualified.
Start a conversation
When a visitor has been routed for an inbound chat or pounce, the reps that the visitor was routed to will have the ability to Start a conversation with the visitor.
1. Click on the visitor card, or the alert notification, to open up the conversation console with that visitor.
2. Click the Start a conversation button at the top of the chat messenger.
3. Then, begin typing your message below.
4. To send your message, hit enter on your keyboard or click the arrow button on the bottom right.
Answering auto pounce replies
Qualified auto pounce uses Qualified AI to craft eye-catching greetings to automatically proactively engage with visitors while you tend to other VIP visitors or doing other work. It will greet the visitor with an initial pounce message, and secondary nudge message if they don't reply. Once a visitor responds, you will be alerted to continue the conversation where Qualified AI left off. See it in action below:
Auto pounce abides by your existing Conversations routing rules and will rotate which rep auto pounce mimics on availability.
How it works
If your company has auto pounce enable, then you'll see the Enable auto pounce toggle in your chat settings. It will be enabled by default when you set yourself available for chat. If you do not want Qualified AI to automatically pounce on visitors on your behalf, click your profile image and toggle off Enable auto pounce.
You'll also see whether auto pounce is turned on for a stream, you will see this icon on the top right hand corner.
Once a visitor responds to an auto pounce, you will get alerted in the app through your normal notification settings, and see this timer on your home screen prompting you to start a chat.
Unlike an inbound chat, Qualified will not surface a meeting booker as a fallback. Make sure to toggle OFF "Enable auto pounce" if you walk away from your computer! If a response is missed, you will be marked as disabled for auto pounce.
When you get notified to enter the conversation, pick up where Qualified AI left off! To the visitor, it looks like it's been you, the rep, the whole time.
Auto pounce messages are indicated with a purple background and only visible in the chat messenger.
Auto pounce is pouncing on behalf of you, so the visitor experience will be no different as if you were to pounce on them yourself. You do not have to greet them a second time when you join the conversation.
Minimizing missed responses
For any visitor response to an auto pounce, an action is required from you as the rep. In most cases, you will respond by sending a message to the visitor and continue the conversation.
However, some conversations may not warrant a response. In this case, you can mark the conversation as Spam or No response needed.
If no action is taken within the rep timeout limit set by your admin (normally 60 seconds), you will be marked as no longer enabled for auto pounce, and the lack of response will be categorized in reporting as a missed response.
Formatting and hyperlinks in live chat
Formatting in live chat
Whether you're chatting with your visitors in live chat or styling your experiences, Qualified offers a few styles to format your text and add personality to your conversations.
For full instructions on using Qualified’s markdown language, see here.
Using shortcuts
Shortcuts allow reps to deliver fast, accurate responses in live chat. You can easily boost your team's productivity and gain the website visitor's trust by adding shortcuts to frequently asked questions and pounce opening messages.
To learn more about using shortcuts, click here.
Using AI copilot tools
AI copilot allows reps to have faster and more efficient conversations for more pipeline. Similar to using shortcuts, you can utilize these features by typing “/” within the messenger. Type your message, then type / and choose a tool from the menu. You can type after the / to filter the list. The tool replaces the text in your message box. Suggest is the exception: it ignores what you've typed and writes a reply based on the conversation so far.
Suggest
Use generative suggestions to answer a question you may not know the answer to or want an alternative explanation to send to your visitor.
Expand
Type a couple of bullets or keywords, and Expand turns your shorthand notes into a full response ready to send.
AI Translate
AI Translate helps you and your visitors understand each other when you speak different languages. For setup, see Configuring AI Translate.
Tune
Rewrite your message in the tone that fits the conversation, without changing its meaning or adding content. There are three tones: Casual, Friendly and Professional. Tone can be applied per individual conversation and you can adjust it by clicking the drop down on the top right hand side of the shortcut menu.
- Casual - Chat as if you're speaking with a returning customer (most informal).
- Friendly - Chat as if you're speaking with a prospect (semi-formal).
- Professional - Chat as if you're speaking with a C-suite (most formal).
Undo, retry, or cancel a tool
After a tool runs, Undo and Retry buttons appear beside Send.
- Undo puts back the text you typed.
- Retry runs your original text through the tool again. Results vary, so a retry can give you a different version.
While a tool is working, you can’t type or send messages. Click Cancel to stop it.
See AI copilot in action
Watch these features in action in this short video:
Offering the meeting booker in live chat
Reps can manually show a meeting booker any time during a conversation. To show the meeting booker:
1. Click the Calendar icon in the lower left-hand corner of the messenger.
2. Select which meeting type fits your visitor’s needs.
3. Select use meeting type routing rules or I know who I want to route to. Using meeting type routing rules will respect the current queue for that meeting type and display the rep who's next in line.
4. (Optional) If you choose I know who I want to route to and Schedule with everyone to coordinate multiple people’s calendars, you’ll need to pick a Meeting Owner.
5. (Optional) If you want to change the Meeting Title, enter a new one.
6. Click Send.
When a meeting is booked, Qualified automatically adds an event to the reps’ calendar and sends the visitor a confirmation email that includes a calendar invite.
Transferring a chat
Should you want to reconnect a visitor with a rep they previously spoke with, transfer the chat to someone else. This will reassign the conversation to a different available rep.
How to transfer a chat
We recommend telling your colleague in advance and sharing with the visitor why you’re transferring the conversation. For example, you may reassign the chat to a sales rep they previously met with.
When you’re ready, go to the Visitor 360 and select an available rep from the Owner drop-down menu:
If the ideal rep to continue the conversation isn’t available, inform the visitor and offer that rep's calendar in your next message.
What happens when a chat is transferred
The conversation window will close and return you to the Qualified home page. The transferred chat will immediately be sent to the other rep, and display a notification that a visitor is waiting. They can then view the full transcript in the messenger and chat with the visitor live.
Block visitors
You may encounter site visitors that send spam or abusive content through the Qualified messenger. Your reps can quickly block a visitor to stop their unsavory behavior:
1. While you’re chatting with this person, click the Menu icon in the messenger’s upper-right corner.
2. Click Block visitor.
3. Click Block visitor on the confirmation window.
This blocks the visitor from the Qualified messenger on your website, on their current device, using a saved browser cookie.
It’s good to know, however, that blocked visitors can return from an incognito browser or a different device. If a visitor continues their abusive behavior, the rep can instead click Block and report visitor:
This will block the visitor with another browser cookie and notify our Qualified Technical Support team to investigate. They may decide to block the visitor's IP address. An IP block stops that address from reaching the Qualified messenger on any website that uses Qualified.
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