Introduction

EasyChatDesk is one platform with four moving parts. Understanding how they relate saves a lot of time later, because most setup questions turn out to be “which of these should be handling this conversation?”

The pieces

The chat widget is what your visitors see: a launcher in the corner of your site that opens a conversation. It is a single JavaScript snippet, loaded from our CDN, and it runs on any site regardless of what that site is built with.

The AI chatbot answers first, if you have it enabled. It is trained on content you provide — help pages, FAQs, documents, past tickets — and answers from that content rather than from general knowledge. When it is not confident, it hands the conversation to a person.

Live chat is your team answering in real time from the dashboard, the browser app or mobile. A conversation can start with the bot and end with a human without the visitor noticing a seam.

The help desk catches everything that outlives the chat session. Convert a chat into a ticket, assign an owner, and continue over email. This is where conversations go when the answer takes three days rather than three minutes.

How a typical conversation flows

1. A visitor opens the widget, or a proactive trigger opens it for them.
2. The AI chatbot answers from your content. Most repetitive questions end here.
3. If the bot is not confident, or the visitor asks for a person, it escalates — with the full transcript attached, so nobody repeats themselves.
4. If the conversation needs follow-up beyond the session, an agent converts it to a ticket and it continues by email.

You do not have to use all four. Plenty of sites run live chat only, add the bot when volume justifies it, and start using tickets when they notice things falling through.

What to read next

• Install the widget — the five-minute version.
• Customise the widget — colours, position, greeting.
• Train the AI chatbot — pointing it at your content.
• Tickets and the help desk — when a chat becomes a ticket.

Plans and what they include

Feature availability varies by plan — the AI chatbot starts at Professional, and the fuller help desk system at Business. The pricing page has the current comparison table. Nothing in these docs assumes a particular plan unless it says so.