Frequently Asked Questions

What is a proactive chat?
A proactive chat is a live chat conversation initiated by an agent, whereas a reactive chat is one initiated by the visitor pressing the chat button.
 
How is a chat session defined? 
A single chat session is a session on your website where the visitor enters at least one response to a proactive chat initiated by our agents, or where our agents send at least one reply to a reactive chat initiated by a visitor.
 
How do overage charges work?
Overage charges are billed at $3 per session, however your account manager will make sure to inform you before you exceed your session limit and recommend your best options going forward.
 
What industries do you serve?
We provide live chat support for companies in travel, healthcare, SaaS, e-commerce, law, finance, home services, and more. Don’t see your industry in the list? Chat with us and we’ll see what we can do for you!
 
Do I need my own chat software?
Nope. Premium live chat software is included with any YourChatTeam package at no extra charge.
 
What is the SEO Review?
The SEO review is the process in which our experts determine how search engine friendly your website is, with the aim of providing you with insight that can help your website achieve higher search engine rankings.
 
What is the Full Website Study?
In the full website study, we go a step further from the SEO Review and also analyze your traffic, website functionality, user experience, user engagement, website health, and website performance to provide even more helpful insight to grow your business and improve your customer experience.
 
I have a question this FAQ doesn’t answer. What do I do?
Click our chat button and ask us! We’re here for you 24/7.