Supportchat

What is supportchat

Supportchat is a customer messaging platform that provides live chat, automated chatbots, and omnichannel routing for support and sales teams. It is built for small-to-medium businesses and enterprise teams who need a unified inbox to manage conversations from websites, mobile apps, email, and social messaging channels. The platform combines real-time chat, canned responses, SLA-driven routing, and workflow automation to reduce response times and improve agent productivity.

Architecturally, Supportchat is delivered as a cloud service with a web console for agents, mobile apps for on-the-go support, and embeddable web widgets for websites and apps. It stores conversation history, customer profile data, and event logs so agents see context at a glance. Teams can customize routing rules, automation, tags, and reporting to match their support processes.

Supportchat integrates with CRM and ticketing systems to keep customer records in sync and supports custom attributes and webhooks for business-specific workflows. For larger deployments, the platform provides role-based access control, SSO, audit logs, and options for data residency.

Supportchat features

Supportchat provides the feature set expected of a modern customer messaging platform, organized around conversations, automation, and analytics. The core modules include:

• Live Chat Widget: Customizable web widget with proactive messaging and session transfer between agents.
• Omnichannel Inbox: Single view for web chat, email, SMS, and social messages with conversation threading and context.
• Automated Bots: Rule-based and AI-driven bots for triage, lead capture, and common question handling.
• Routing & Queues: Skills-based routing, priority queues, and SLA policies to assign the right agent.
• Knowledge Base: Article authoring, internal notes, and suggestive answers surfaced to agents during chats.
• Analytics & Reports: Conversation metrics, CSAT tracking, agent performance dashboards, and SLA reporting.
• Integrations: Native connectors for popular CRMs, ecommerce platforms, and cloud telephony providers.
• Security & Compliance: Role-based permissions, SSO, encryption in transit, and audit logs for enterprise governance.

What does supportchat do?

Supportchat routes customer messages from websites and messaging channels into a single agent workspace where teams can respond, escalate, and resolve issues. The platform automates common tasks such as initial triage, ticket creation, and follow-ups using bots and rules. Agents can use canned replies, saved searches, and context cards that surface past orders or subscription data from integrated systems.

For sales teams, Supportchat captures leads through the chat widget, supports qualification flows via bots, and hands qualified prospects to sales reps with lead scoring. For operations, it provides SLA dashboards and exports that help track resolution time and staffing needs. For product teams, the conversation data can be exported or sent through webhooks for analytics and product feedback loops.

Supportchat also includes developer tools to embed chat UI components, call APIs to fetch conversation history, and register custom events from your product. These capabilities let development teams customize the chat experience, add authentication hooks, and integrate with backend systems.

Supportchat pricing

Supportchat offers these pricing plans:

• Free Plan: $0/month with limited concurrent chats, basic widget, and up to 2 agents
• Starter: $29/month per agent billed monthly; $25/month per agent billed annually ($300/year per agent) — includes unlimited chat sessions, basic bots, and email integration
• Professional: $79/month per agent billed monthly; $63/month per agent billed annually ($756/year per agent) — adds advanced routing, multi-channel inbox, CSAT, and priority support
• Enterprise: Custom pricing (contact sales) — includes SSO, audit logs, dedicated onboarding, SLA guarantees, and advanced security controls

Check Supportchat's current pricing tiers at the Supportchat pricing page (https://www.supportchat.com/pricing) for the latest rates and enterprise options.

How much is supportchat per month

Supportchat starts at $0/month for the Free Plan. The first paid tier typically begins at $29/month per agent when billed monthly for teams that need more concurrent conversations, automation, and integrations.

How much is supportchat per year

Supportchat costs $300/year per agent for the Starter plan when billed annually at the discounted monthly-equivalent rate of $25/month per agent. Professional annual billing is commonly offered at an equivalent of $63/month per agent or $756/year per agent.

How much is supportchat in general

Supportchat pricing ranges from $0 (free) to $63+/month per agent. Smaller teams and hobby projects commonly use the Free Plan or Starter tier, while growing support organizations adopt Professional plans for multi-channel support and reporting. Enterprise deals vary depending on compliance, data residency, and SLA requirements.

What is supportchat used for

Supportchat is used to manage customer conversations across channels and reduce manual work for support teams. Typical use cases include:

• Customer support: Handling product questions, troubleshooting, returns, and account issues via chat and email in a single workspace.
• E-commerce assistance: Guiding shoppers, sharing order information, and processing cancellations or refunds from the chat widget.
• Sales chat & lead capture: Qualifying inbound leads, collecting contact details, and routing prospects to sales reps.
• Internal help desks: Using the platform for IT and HR support with private channels and knowledge base articles.
• Automation & self-service: Deploying bots and articles to deflect repetitive questions and reduce ticket volume.

Each of these scenarios benefits from conversation history, context enrichment via integrations, and automation to triage and route conversations efficiently.

Pros and cons of supportchat

Supportchat's strengths include a consolidated inbox that reduces context switching, built-in automation to handle common requests, and straightforward embedding options for web and mobile. The knowledge base and suggested replies help new agents respond consistently, and the analytics module provides actionable metrics such as first response time, resolution time, and customer satisfaction.

On the downside, feature parity with long-established platforms may vary; for example, more mature vendors sometimes offer more extensive telephony and workforce management integrations. Pricing can become significant as agent counts grow—per-agent licensing means costs scale with headcount. Custom enterprise requirements like on-premises deployment or deep industry-specific compliance may require Enterprise-level agreements.

Operationally, teams should plan for configuration time: building routing rules, training bots, and integrating backend systems takes upfront effort. Success depends on quality of integrations (CRM, order systems) and well-defined internal workflows to take advantage of automation without degrading customer experience.

Supportchat free trial

Supportchat typically offers a free plan and a time-limited trial of paid features so teams can evaluate the full feature set. Trials usually unlock Professional-tier capabilities for a set period (commonly 14–30 days), allowing teams to test multi-channel routing, bots, and reporting in production scenarios.

During a trial, install the web widget, invite agents, and connect at least one integration (CRM or ecommerce platform) to validate data flow. Use the trial to measure key metrics such as average first response time and ticket deflection rate from bots to determine ROI before committing to a paid plan.

To start a trial or review the latest trial offers, consult Supportchat's trial and signup flow on the site: view Supportchat signup options (https://www.supportchat.com/signup).

Is supportchat free

Yes, Supportchat offers a Free Plan. The Free Plan provides a limited set of features suitable for solo operators and very small teams, typically including one or two agent seats, basic chat widget functionality, and limited message history. Paid plans add more agents, automation, multi-channel support, and enterprise features.

Supportchat API

Supportchat exposes a RESTful API and webhooks for programmatic access to conversations, contacts, and events. The API supports creating and updating messages, fetching conversation history, managing contact metadata, and triggering outbound messages from backend systems. Common API endpoints include:

• Conversations: read/write access to chat threads and messages
• Contacts: retrieve and update customer profiles and custom attributes
• Events: post custom events and activity to a user timeline
• Bots: manage bot flows and training content (where applicable)

Webhooks enable real-time event delivery for new messages, conversation status changes, and agent events so your systems can react immediately. Typical integrations use the API to fetch recent conversations for analytics, synchronize contacts with a CRM, or power custom routing logic.

For developer documentation and API keys, see Supportchat's developer resources at the Supportchat API documentation (https://www.supportchat.com/api).

10 Supportchat alternatives

• Intercom — Conversational support and product messaging platform with a strong focus on customer engagement and product-led growth.
• Zendesk — Full help desk and ticketing solution with multi-channel support and extensive app marketplace.
• LiveChat — Simple, fast live chat focused on real-time customer conversations and integrations with ecommerce platforms.
• Freshdesk — Ticketing system with omnichannel support, automation rules, and an extensive set of customer service tools.
• Drift — Conversational marketing and sales chat platform geared toward B2B lead qualification and routing.
• Olark — Lightweight chat tool with straightforward deployment and reporting for small businesses.
• HelpScout — Email-first support platform with a shared inbox, knowledge base, and customer profiles.
• Kayako — Unified customer service platform with multichannel support and customer journey context.
• Zoho Desk — Cost-effective help desk with a wide suite of Zoho integrations for small to medium businesses.
• Tidio — Chat and chatbot platform focused on ecommerce with ready-made templates and automation.

Paid alternatives to Supportchat

• Intercom: Strong communication and product messaging with pricing that scales with contacts and features. Good for product-led growth teams.
• Zendesk: Enterprise-grade ticketing and support workflows with extensive customization and a large app ecosystem.
• LiveChat: Fast live chat with a focus on conversion and ecommerce; simple pricing and robust integration list.
• Freshdesk: Modular pricing for ticketing, chat, and automation; suitable for teams that want an all-in-one help desk.
• Drift: Oriented to sales-driven chat and conversational marketing with lead qualification and routing features.

Open source alternatives to Supportchat

• Chatwoot: Open source customer engagement suite that provides live chat, inbox, and integrations for self-hosting and customization.
• LiveHelperChat: Self-hosted live chat system with chat widget and basic automation; suitable for teams that need full control over data.
• Zammad: Open source helpdesk and ticketing system with chat and email integration that can be self-hosted for compliance needs.

Frequently asked questions about Supportchat

What is supportchat used for?

Supportchat is used for managing customer conversations across live chat, email, SMS, and social messaging. Support teams use it to centralize incoming queries, automate routine responses, and provide contextual replies with customer history. It also supports sales qualification and routing for inbound leads.

Does supportchat offer a mobile app?

Yes, Supportchat provides mobile apps for iOS and Android. Mobile apps allow agents to receive push notifications, respond to conversations, and view basic customer context while away from the desktop. Mobile functionality typically includes the omnichannel inbox and quick replies.

Can supportchat integrate with CRMs like Salesforce?

Yes, Supportchat integrates with major CRMs. Native connectors or third-party middleware can sync contact records, conversation transcripts, and custom attributes with systems like Salesforce, HubSpot, and other CRM platforms.

How secure is supportchat?

Supportchat uses encryption in transit and role-based access controls for security. Enterprise plans commonly provide SSO, audit logs, and data retention controls; organizations with specific compliance needs should review the security documentation and Enterprise options on the Supportchat security page (https://www.supportchat.com/security).

Does supportchat support bots and automation?

Yes, Supportchat supports both rule-based bots and AI-driven automation. Bots can handle initial triage, ask qualification questions, and escalate to humans when required; automations can create tickets, assign routing, and send follow-up messages.

How many agents can use supportchat on a single account?

Supportchat supports teams of all sizes, from solo agents to large enterprises. Account capacity depends on your chosen plan; Enterprise agreements allow for customized agent counts and usage terms. For large teams, contact sales to discuss volume discounts and provisioning.

Can I embed supportchat on multiple websites?

Yes, Supportchat's widget can be embedded on multiple domains and subdomains. You can configure different widget behaviors per site, share a common inbox across sites, or allocate separate inboxes for distinct brands or product lines.

Can supportchat migrate data from another chat provider?

Yes, Supportchat supports data import and migration services. Standard migrations include conversation history export/import, contact syncing, and automated mapping for common fields; complex migrations can be executed with API scripts or with assistance from customer success teams.

Does supportchat provide SLA and reporting tools?

Yes, Supportchat includes SLA controls and reporting dashboards. The reporting module tracks first response time, resolution time, agent workload, and CSAT; SLA policies can be configured to prioritize or escalate overdue conversations.

Is there a developer API and webhook support?

Yes, Supportchat provides a REST API and webhook events for real-time integrations. Developers can automate message sending, pull conversation data, and subscribe to events like new messages or status changes via webhooks documented at the Supportchat API documentation (https://www.supportchat.com/api).

supportchat careers

Supportchat hires across product, engineering, customer success, and sales functions. Common roles include software engineers (backend, frontend), product managers, technical support engineers, and account executives. Look for openings on the Supportchat careers page and review role requirements, remote location options, and benefits.

supportchat affiliate

Supportchat operates partner and referral programs for resellers, agencies, and consultants. Affiliates typically receive commission for referred customers or discounts for bundled services. If you are an agency or consultant, review Supportchat partner terms and application details on the Supportchat partner program page (https://www.supportchat.com/partners).

Where to find supportchat reviews

You can find user reviews and ratings on software directories and review sites such as G2, Capterra, and TrustRadius. Also read case studies and customer testimonials on Supportchat's website to understand typical implementations and outcomes for teams similar to yours. For balanced feedback, compare independent directory reviews and community forums where users discuss integrations and support experience.