Live chat
AI responds first. Your team handles the rest.
Most live chat tools force you into a separate inbox. Drag's live chat flows directly into your Gmail shared inbox, with the same boards, same assignments, same AI. Your website visitors get instant AI responses. Your team manages everything from one place.
- 200,000+ users
- 4.7 on G2
- No credit card
How it works
AI responds first. Always.
When a visitor starts a chat, Drag AI responds instantly using your knowledge base. If it resolves the issue, your team never sees it. If it can't, a human gets the full picture.
Visitor starts a chat
A customer clicks the chat widget on your website. Drag AI responds instantly using your knowledge base. No wait time, no queue.
AI attempts resolution
The AI draws from your uploaded docs, email history, and resolved tickets to answer the question. Most routine inquiries are resolved here.
Seamless handoff if needed
If the AI can't resolve it confidently, the conversation is handed to a human in Gmail. No “transferring you to an agent” message. It's invisible to the customer.
Human gets full context
Your team sees the complete chat history, the AI's attempted resolution, customer info, and confidence score. No starting from scratch.
Your shared inbox, accessible from any AI tool.
Connect your inbox to the AI tools your team already uses. Read, reply, assign, and resolve through MCP, API, or Drag Agent.
Drag Agent
Classifies, drafts, and resolves tickets end-to-end.
MCP Server
25 tools for read + write access from any AI client.
REST API
Boards, threads, contacts, automations. Webhooks included.
AI Drafts
Reads the thread, drafts a reply in your team's tone.
Auto-classification
Tagged by intent, sentiment, and urgency automatically.
Knowledge base
Answers grounded in your docs, emails, and tools.
Unified inbox
Not another inbox. Your inbox.
Every other live chat tool (Intercom, Crisp, Tidio) forces your team to monitor a separate dashboard. Drag doesn't.
Live chat conversations arrive as cards in your Gmail shared inbox. The same assignment rules, the same automations, the same SLAs that apply to your email apply to chat. Your team doesn't learn a new tool or check a new tab.
A customer who chatted yesterday and emails today gets a unified thread. One customer record across email, WhatsApp, and live chat. Your team sees the full history no matter which channel the customer used.
This means no more context switching, no more siloed conversations, and no more customers repeating themselves. Every interaction (email, chat, WhatsApp) lives in one place, managed by one workflow.
Same workflow as email
Assign, tag, automate, and report on chat conversations the same way you handle email. One set of rules for every channel.
Unified customer history
Chat, email, and WhatsApp conversations merge into one timeline. Your team always has full context.
No new tools to learn
Your team already uses Gmail. Live chat conversations show up as cards on the same boards they use every day.
Customizable widget.
One line of JavaScript to install. Full control over how it looks and behaves.
Your brand
Branding and appearance
Your logo, your colours, your welcome message. The widget looks like part of your product, not a third-party bolt-on. Mobile responsive across all devices.
Smart timing
Availability and triggers
Set business hours so AI handles off-hours automatically. Configure proactive triggers based on page URL, time on site, or scroll depth to engage visitors at the right moment.
Intake
Pre-chat forms
Collect name, email, and issue type before connecting. Route conversations to the right team automatically based on form responses. Reduce back-and-forth from the first message.
AI + Human handoff, done right.
Most live chat tools treat AI as a gatekeeper that frustrates customers. Drag treats AI as a teammate that makes humans more effective.
Trust signals
Confidence scoring
The AI only responds when it's confident in the answer. When it's unsure, it escalates immediately rather than giving a wrong answer. Your customers never get the runaround.
Seamless
Warm handoff
The customer never sees “transferring you to an agent.” The human picks up the conversation naturally, with the full chat transcript and the AI's assessment of the issue.
Fallback
Drag Agent as backup
If no humans are available, Drag Agent can handle the handoff, taking real actions like checking order status, processing refunds, or creating tickets in your tools.
Analytics that matter.
Understand what's happening in your live chat channel without digging through dashboards.
Deflection
AI resolution rate
Track the percentage of chats resolved by AI without human involvement. See which topics AI handles well and which ones need human attention. Optimize your knowledge base accordingly.
Speed
Response times
Compare AI response time vs human response time. Track average resolution time, first response time, and customer wait time across business hours and off-hours.
Categorisation
Topic detection and deflection
AI auto-detects the most common chat topics. See which topics are deflected by help center articles, which ones the AI resolves, and which ones require human intervention.
“We needed a way to keep everything in one place. Drag made it effortless for us.”
Holly Jenkins
Operations, Good Drop
See AI in your inbox.
Drafts, classification, summaries, co-pilot, all included. No extra cost, no per-agent pricing.
200,000+ users · 4.7 on G2 · CASA & SOC 2 certified
