Embed with one snippet
Copy the embed code on the Livechat widget management page and paste it into your website. Choose the language (auto from the visitor browser, Vietnamese or English) and the allowed domains.
Channel · Livechat
Your website answers visitors, staff step in when needed
Visitors can ask at any time. The AI bot answers from your knowledge base, looks up real data after verifying the customer, and hands the chat to a person when the customer asks for one.
The problem
Visitors have questions but nobody is on duty
A visitor looks at products and wants the price or order status, but only a contact form exists. After hours or at busy times the question waits until the next day, and the visitor is already on a competitor site.
- A contact form is much slower than an answer right inside the page.
- Repeated questions (price, warranty, order status) eat up staff time.
- A bot that does not know who the visitor is cannot safely answer about orders without leaking information.
How hOne solves it
The bot answers at once, staff step in when needed
You paste one snippet into your website. The chat window carries your colors, logo and greeting. AI answers from the knowledge base; looking up a customer order or quote requires identity verification first. If the visitor asks for a person, the chat goes to staff.
Key capabilities
Your look and greetings
Primary color, position, logo, welcome and offline messages, auto-open after N seconds. Show real staff names, one shared name, or hide names. A "Generate content" button lets AI draft the phrases.
Visitor registration before chat
You can require name, email, phone and agreement to terms. If your website already passes the visitor name, the form is skipped.
Verify logged-in visitors
A website with user accounts signs visitor details on the server with the Auth Secret. The visitor is marked "verified", linked to a customer by phone or email, and AI looks up orders without asking again.
AI bot answering from knowledge
Set the style, assistant name, length and a human-like typing delay. Pick documents, FAQs and API tools for the widget, or leave empty to use the whole knowledge base.
Handoff at the right moment
Set handoff keywords and the handoff message. If no staff member accepts within the minutes you set, AI resumes helping the visitor.
Staff assignment
Pick a mode: primary staff, round robin or load balance (the person with the fewest open chats), then assign staff to the widget from the Actions menu.
Transcript email for offline visitors
When a visitor has left the page and staff reply, hOne emails the chat transcript to the visitor, using the shared SMTP or a separate SMTP per widget.
How it works
Create a widget
Go to Livechat, Widgets, Create Widget: set the name, color, greetings, whether registration is required, and allowed domains.
Load knowledge and pick tools
Add documents and FAQs in Knowledge. On the AI Bot tab turn on AI, choose knowledge sources, API tools and handoff keywords.
Embed in your website
Copy the embed code and paste it into your website. If your site has logins, sign the visitor details with the Auth Secret on the server.
Follow the conversations
In Livechat conversation management see chat sessions and the "Staff requests" list. Staff take conversations in Chat like any other channel.
A real workflow
A visitor asks about an order on the Công ty ABC website
Công ty ABC embedded the Livechat widget in its online shop, turned on the AI bot and required verification before order lookup.
- Ms Lan (Cửa hàng Demo)Opens the chat window and asks: "Where is my order from last week?"
- AIOrder lookup needs verification. AI asks for the registered email and sends a verification code to that exact address.
- Ms Lan (Cửa hàng Demo)Enters the code. The system verifies it, links her to the customer record and lets AI see only her orders.
- AIReports the order status, amount and payment status. If she asks about invoices, AI answers from the knowledge base.
- Ms Lan (Cửa hàng Demo)Writes "let me talk to a person". The chat goes to Minh and a support request appears in Chat.
Connects with the rest of hOne
AI assistant & KnowledgeThe knowledge base, AI tools and customer verification decide what Livechat AI can answer.Omnichannel chatOn handoff, the Livechat conversation joins the shared inbox with Zalo and Messenger.OrdersAI looks up orders for a verified customer and creates draft orders for staff to confirm.CustomersVerified visitors are linked to customer records by phone or email.Tasks & projectsAI has a tool to create a task when the customer needs staff to act.
Frequently asked questions
Can AI leak order details to strangers?
Not if you turn on customer verification. Before looking up orders or acting for a customer, the customer must enter a code sent to the exact email or phone (by email, a call that reads the code, or SMS). Logged-in website users can be verified with a signature from your website.
Does AI create orders by itself?
AI has tools to create orders, quotations and contracts, but only as drafts for staff to confirm, and the customer must clearly confirm the amount. You can switch each tool off in Chat config, AI tools.
What if no staff are online?
AI still answers from the knowledge base, the widget shows the offline message you set, and when staff reply later an offline visitor gets a transcript email if enabled. The conversation stays in Chat.
What are the file upload limits?
You set the size limit (MB), the maximum files per session and the allowed file types on the widget Messages tab.
Can I use it on several websites or brands?
Yes. Each widget has its own allowed domains, knowledge sources and AI instructions, so it fits each brand website.
More in this area: Omnichannel chat & AI
Omnichannel chatZalo, Messenger, WhatsApp, LiveChat and internal chat in one inbox, linked to customers.Zalo personal & OAPersonal Zalo via QR and official Zalo OA: conversation access, contacts, broadcast, AI.WhatsApp personalLink a WhatsApp number by QR, chat 1-to-1 in the shared inbox, with sending limits that protect your number.Facebook MessengerPage Messenger in the shared inbox: one-tap phone request, auto customer creation, Lead Ads leads.AI assistant & KnowledgeKnowledge base, AI tools, customer verification, AI simulator and a work assistant for your team.