Aamu Helpdesk can receive support requests by email, but it can also talk to visitors while they are still on your website. That is what Aamu Livechat is for: a public chat widget connected to the same Helpdesk project where your team handles tickets, comments, assignments, follow-up tasks, and customer conversations.

This article continues from Part 1: Helpdesk emails. Email support is the slower, asynchronous route. Livechat is the real-time route, with an optional email fallback when nobody is available and optional AI answers when the project allows them.

Before you start

You need a project with Helpdesk enabled and the right users added to the Helpdesk project. If you have not done that yet, set up the Helpdesk project and users first.

For the best customer experience, also configure Helpdesk email before adding Livechat. Livechat can fall back to an email-style message when the chat cannot be handled immediately, so the email route gives visitors another way to reach you.

Open the Livechat settings

Open the project settings for the project that should receive the chats, then go to the Helpdesk Livechat settings. The route looks like this:

/project/edit/PROJECT_ID/helpdesk/livechat

This page contains the public widget code, the texts shown in the widget, and the AI settings for live chat. Team admins can edit the project-level Helpdesk Livechat settings.

Add the widget to your website

Aamu gives you an HTML snippet for the public website. It uses the hosted Livechat script and an aamu-livechat element with your Aamu host and project id.

<script defer src="https://st.aamu.app/livechat.js"></script>
<aamu-livechat
  data-username=""
  data-useremail=""
  data-host="YOUR_AAMU_SUBDOMAIN"
  data-pid="PROJECT_ID"></aamu-livechat>

Copy the snippet from Aamu instead of inventing the values manually. The project id in the snippet can be an encoded project id, so the version shown in the UI is the one to use.

You can place the snippet in the <head> or near the end of the <body> on the pages where the chat should appear.

Passing visitor details

The widget supports optional visitor identity fields:

  • data-username for the visitor's name,

  • data-useremail for the visitor's email address,

  • data-host for your Aamu subdomain, and

  • data-pid for the Helpdesk project.

If your website already knows the visitor, you can fill in the name and email. If not, leave them empty and let the conversation collect the details when needed.

Human Livechat

In the normal human-support flow, a visitor opens the widget and starts a chat. Helpdesk users can answer from Aamu. The chat becomes part of the Helpdesk history, and the team can connect the conversation to a ticket or continue the support work from there.

Each support user can also set their own Livechat identity in Helpdesk settings. This is the name visitors see when that person answers the chat.

Use human Livechat when a visitor needs judgment, account-specific help, sales conversation, or anything where a real person should make the call.

Email fallback

Livechat should not become a dead end when nobody is available. The widget can move into an email-style message flow when the server or support team cannot take a real-time chat. The visitor can leave a message, and the team can handle it later through Helpdesk.

This is why the email setup from Part 1 matters. Real-time chat is great when someone can answer now. Email fallback is what keeps the support route useful outside office hours or during busy moments.

AI Livechat

Aamu Livechat can also use AI when the project setting Allow AI to answer live chat messages is enabled. You can find this in the project Helpdesk Livechat settings.

When enabled, the public widget opens in chat mode and AI can answer from Team Brain knowledge sources. The project can also configure the AI name and opening message, for example using a name such as Aamu AI.

This is different from Helpdesk and email reply drafts. A reply draft waits for a human to review and send it. A Livechat AI answer can be shown directly to the visitor during the conversation, so the knowledge base and escalation rules matter more.

Use AI Livechat for common, safe, well-documented questions. Use human support for account-specific, sensitive, contractual, billing, or uncertain cases.

Team Brain as the knowledge source

AI Livechat should answer from knowledge that belongs to your team, not from a generic guess. In Aamu, that context comes from Team Brain knowledge sources connected to the Helpdesk project.

Before enabling AI answers broadly, add the source material that the AI is allowed to use. Good sources include:

  • public FAQ pages,

  • product documentation,

  • pricing and plan pages,

  • support policy docs,

  • onboarding instructions, and

  • manual FAQ snippets for answers that are not published elsewhere.

After changing the knowledge sources, reindex them and preview retrieved sources with real customer questions. This helps you catch missing or ambiguous material before visitors depend on the answers.

Customize the widget text

The Livechat settings include translations and text labels for the public widget. You can edit button labels, header text, queue text, feedback text, and email panel text.

Keep these short and concrete. The widget is small, and the visitor is usually trying to get help quickly. A clear label such as "Send" or "Close chat" is better than a long instruction.

Test the whole route

After saving the settings and adding the snippet to your website, test the flow as an outside visitor.

  1. Open the public website in a private browser window.

  2. Confirm that the Livechat widget appears on the right pages.

  3. Start a chat and check that it appears in Aamu Helpdesk.

  4. Answer from Aamu as a Helpdesk user.

  5. Confirm that the visitor receives the answer in the widget.

  6. End the chat and check that the conversation history remains available.

  7. If email fallback is enabled, test the unavailable/busy path too.

  8. If AI Livechat is enabled, ask questions that should and should not be answered by AI.

Troubleshooting checklist

If Livechat does not work as expected, check these:

  • The widget snippet is copied from the correct Aamu project.

  • The page loads https://st.aamu.app/livechat.js.

  • The data-host value points to your Aamu subdomain.

  • The data-pid value is the project id from the generated snippet.

  • The website allows the script to load under its content security policy.

  • Helpdesk users have access to the project.

  • At least one support user is ready to answer human chats, unless you are relying on AI or email fallback.

  • Helpdesk email is configured if you expect offline messages to become support work.

  • Team Brain sources are indexed if AI Livechat is enabled.

When to use Livechat

Use Livechat when timing matters: pricing questions, onboarding friction, product questions, sales conversations, and support moments where the visitor is already on your website.

Use Helpdesk email when the customer can wait. Use AI Livechat when the answer is common and grounded in Team Brain. Use a human agent when the conversation needs judgment. Together, those routes give your support team a single place to handle customer communication without forcing every visitor into the same channel.