Sarah MohammadiOnline
Billing team
Chats3
From AI to a human, without repeating the story
Maryam RezaeiOnline
Technical support
Chats5
Negar SharifiOffline
Sales
Chats0
Mehdi NaderiOnline
Order follow-up
Chats2
Maryam RezaeiOnline
Technical support
Chats5
Negar SharifiOffline
Sales
Chats0
Mehdi NaderiOnline
Order follow-up
Chats2
Sarah MohammadiOnline
Billing team
Chats3
Negar SharifiOffline
Sales
Chats0
Mehdi NaderiOnline
Order follow-up
Chats2
Sarah MohammadiOnline
Billing team
Chats3
Maryam RezaeiOnline
Technical support
Chats5
Two ways to hand off
Create a ticket for follow-up, or connect the customer to a human in the same conversation, with every detail included.
An operator joins the same conversation and takes over with the full history.Your operator joins the same live conversation with the full message history and takes over while the AI steps back.
Live hand-off
Your operator joins the same live conversation with the full message history and takes over while the AI steps back.
AI live chat automation
Manage real-time conversations from your website, messaging apps, and other channels in a shared inbox. Assign, transfer, and resolve every conversation in one place.
Handoff to a human
Transfer conversations with full context. Your team picks up where the chat left off, so customers never have to repeat themselves.
Lead generation
Ask the right questions at the right moment to understand customer needs and pass promising conversations to your sales team.
Cross-sell and upsell
Suggest a relevant product or a more complete option based on what the customer needs, right when they’re ready to continue shopping.
AI and your team, working together for your customers
Let your AI agent answer everyday questions and hand conversations that need follow-up to your operators. Your team can see every message and conversation detail in Muchat.
Answer customer questions across connected channels with an AI agent trained on your business content.
Everything your support team needs
Payment issue
Customer: My card was charged, but the order is missing.
Shopping advice
Customer: Can you help me choose the right product?
Order status
Muchat: Your order has shipped. Want the tracking link?
Refund request
Customer: How do I get a refund for a canceled order?
Omnichannel inbox
Manage website, WhatsApp, Telegram, Instagram, and other conversations in one inbox.
On hold
Waiting for customer
In review
Add status
Custom statuses
Set conversation and ticket statuses to fit your team’s workflow.
Resolution rate
0%
Response time
>0m
Team reporting
Track tickets, response times, and individual agent performance.
AI assist
Draft, rewrite, summarize, and translate replies with AI.
Helpdesk inbox
Keep statuses, assignments, notes, and the full conversation history together.
Custom views
Filter conversations by channel, agent, status, or team and create your own views.
Routing & assignment
Automatically route conversations and tickets to the right team and human agent.
Manual takeover
Step into any conversation when needed. Pause AI replies with a click.
Resume AI replies
Let your AI assistant take over again when the human agent is done.
Trusted by 10,000+ brands
Helping Filimo customers from choosing a subscription to getting support
- Faster
- Replies to customer questions
- Guided
- Subscription selection and purchase
How Torob automated customer support and made life easier for its team
- Up to 70%
- Support automated
- Instant replies
- Instead of a 2–3 hour wait
Bringing AI support to Digikala’s seller panel
- Automated
- Replies to seller support tickets
- Integrated
- Through Muchat’s widget and API
Enterprise-grade security & privacy
Protect your organization and customer data with encryption, access controls, and infrastructure tailored to your needs.
Data privacy
Your business knowledge and customer data stay yours.
Access control
Define access for your team and assistant around your organization’s needs.
Enterprise infrastructure
Hosting, integrations, and deployment planned around your requirements.
Your data stays yours
Your data is only accessible to your AI agent and is never used to train models.
Data encryption
All data is encrypted at rest and in transit using industry-standard encryption algorithms.
Secure integrations
Verified variables ensure users can access only their own data in your systems.
Escalation rules
Every conversation reaches the right path
Define handoff rules for support, sales, billing, or order follow-up so only conversations that really need human judgment reach your team.
Direct user request
When a user asks for an operator, Muchat starts the handoff respectfully and collects the needed details before routing.
Low-confidence answers
If an answer is outside approved sources or confidence is not high enough, the conversation is handed off with a summary and reason.
Sensitive topics
Complaints, failed payments, contracts, returns, or any sensitive topic can move to a human path with clear rules.
Team and priority routing
Choose the right owner by language, topic, tag, entry page, or operator availability.
Blended support
AI answers first, humans join where they matter
Human handoff is not about making every chat manual. It helps your team focus on important, sensitive, and revenue-driving conversations.
Context-rich handoff
Operators see the chat, summary, contact details, tags, and suggested next action in one place.
Aligned with team status
Working hours, online state, and active queues can shape how conversations are routed.
Reportable follow-up
Every handoff is recorded as a trackable event, so you can review human response quality and team pressure.
