Live chat chat for your website

Engage customers in conversation and sell more with the help of chat and chatbots.

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Increase the conversion rate of your online store

Most customers abandon their purchase when they cannot quickly ask about product details. Don't let them leave. Thulium Chat is your first line of support, turning visitors into buyers by removing barriers to real-time communication.

Widget for the website

Launching the chat takes a moment. Customize the colours, greetings, and appearance of the window to match your brand without the need for a developer. Our widget is lightweight, responsive, and looks great on both desktop and mobile devices.

Traffic distribution

No more manual assignment of calls. The system automatically directs inquiries to the appropriate departments or specific specialists. This way, the customer is immediately connected to the person who can best resolve their issue.

Proactivity - automatic invitations to chat

Don't passively wait for contact. Set up rules for automated prompts, for example, after 30 seconds on the pricing page, to initiate a conversation precisely when the customer hesitates. It's the digital equivalent of a salesperson approaching in a shop and asking, "How can I help you?"

AI Assistant in chats - your support in writing messages

The system automatically detects the client's language from the outset, allowing for automatic routing of the conversation to the appropriate language queue or immediate translation for any agent. Additionally, the Assistant will help you swiftly draft a response, ensuring its style and grammatical accuracy. Watch the video:

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The chat in Thulium has significantly reduced the response time to customer inquiries. Consultants have the full context of the conversation and the history of contact in one place, allowing many issues to be resolved during the first conversation without the need for further correspondence.

Weronika Szłapka, Customer Service Manager, Meester Group

Chat Thulium on the site for quick customer service

Message transfers

Does the agent need support? With a single click, they can transfer the conversation to another consultant or supervisor along with the full conversation history. The client does not have to repeat their issue, and you ensure a smooth service experience.

Conversation rating

Build quality based on real data. After each conversation, the client can rate the assistance with a single click. Monitor satisfaction and areas needing improvement within your team.

Response templates

Some of the issues that customers raise are repetitive and straightforward. Use the database of prepared responses for the most common questions. With templates that can be easily edited, agents will work efficiently, and customers will receive information very quickly.

Function sneak-peek

Reduce response time with the typing preview feature, which allows the agent to see what the customer is typing in the chat before the message is sent. This enables them to prepare a response in advance and increases service efficiency.

Support customers 24/7 with a chatbot

You don't need to hire a night shift to sell around the clock. Our Chatbot will handle simple inquiries, gather leads, and respond to questions about order status. When a human conversation is necessary, the chatbot will redirect the chat to an available consultant. It's the perfect hybrid - the bot takes care of repetitive tasks, while humans handle those requiring empathy.

How does an online chatbot work?

The client is asking a question

The bot analyses the content and intent of the query based on keywords and defined instructions. If the intent is not recognised, a default message is triggered.

The chatbot is online and responding

After identifying the question, the chatbot provides a response. It may direct the customer to the knowledge base, ask further questions to clarify the issue, or offer to transfer them to a consultant, arrange a callback, or allow them to leave a message.

The chatbot responds 24/7

Outside of working hours, the bot collects contact details and creates a ticket, which you will respond to in the morning. Nothing is lost, and continuity of service is maintained.

The matter is resolved

If the customer has received an answer to their question, they can mark their issue as resolved. The conversation with the online bot will be closed and will be recorded in the customer's contact history in the Thulium system.

Tailored to your needs

Every business is different, which is why the Thulium chatbot is flexible. You can design conversation scenarios yourself, decide when the bot should hand over the conversation to a human, and how it should behave in the case of unknown questions.

Operates independently of the team

It's a virtual employee that is always on duty. It handles hundreds of customers at once, relieving your team from questions like "where is my package?" or "how do I make a return?".

Everything in one place

The chatbot is another channel in Thulium, where the entire conversation history is located on a single client card. The agent can see everything that has happened before - this is true omnichannel.

FAQ - frequently asked questions about chat and chatbot

Will the Thulium chat widget slow down my website?

Our chat widget is lightweight and responsive, designed to put minimal load on your website. It loads asynchronously, which means it doesn't slow down the rendering of the main page content, ensuring fast and smooth operation on both desktop and mobile devices.

How does the Sneak Peek feature help reduce handling time?

The Sneak Peek feature allows the consultant to see the customer's message content in real-time, even before it is sent. This enables the agent to prepare a response in advance, significantly reducing reaction time and increasing the efficiency of the entire conversation.

What happens when an agent doesn't know the answer to a customer's question?

In Thulium, an agent can use the Conversation Transfer feature with a single click to pass the conversation to another, more experienced specialist or supervisor. Importantly, the full chat history is transferred along with the conversation, so the customer doesn't have to repeat their problem.

Can I customize the chat's appearance to match my brand's branding?

Yes. The website widget is fully customizable. You can adjust the colors, greetings, icons, and the appearance of the chat window to match your brand's visual identity, without the need to involve programmers.

When does the chatbot redirect the conversation to a consultant?

The chatbot is designed to handle simple and repetitive inquiries. It will redirect the conversation to an available consultant when: it doesn't understand the customer's question, the customer expresses a desire to speak with a human, or when the conversation scenario has been designed for the issue to require empathy or a complex decision.

Does the chatbot work when my team is not working (e.g., at night)?

Yes, the chatbot responds 24/7. Outside of your team's working hours, the chatbot will handle simple inquiries, answer them based on the knowledge base, and in the case of more complex problems, it will collect the necessary contact details and create a ticket, which will be handled by a consultant in the morning.

Does the Thulium chatbot handle typos or different phrasing?

Yes. The chatbot uses Natural Language Processing (NLP) mechanisms to recognize intent and content, even if the customer makes a typo or uses unusual phrasing. This makes it very effective at identifying the problem and providing a precise answer.

Where do conversations conducted by the chatbot go?

The entire history of conversations conducted by the chatbot, just like those with a live consultant, is saved in the Thulium system and goes to a single customer card. This guarantees full visibility (omnichannel) – the agent sees all interactions the customer has had with the bot.