Use case · Customer support
BoomTalk Live
Smarter, real-time support under your own brand.
Give your customers live chat, voice and video help in one place, with AI handling the first questions and your agents stepping in when it matters. Every screen, link and email carries your name, not ours.
Why BoomTalk Live
Support software that looks like you built it because, as far as your customers know, you did.
Most support tools ask your customers to step into someone else’s product. BoomTalk Live keeps them inside yours, with the conversation tools your agents need behind the scenes.
Your brand, end to end
Your logo, colours, domain and sender address across every window, invitation link and notification email. Nothing in the customer experience points anywhere else.
A finished platform, not a starting point
Agent workspace, customer window, queues and admin controls are already built and in production. You are configuring a working product, not commissioning one.
Chat, voice and video in one thread
A question that starts as a message can become a call or a screen share without the customer repeating themselves or moving to another tool.
AI takes the first pass
An AI assistant answers routine questions, gathers details before an agent joins and writes the summary afterwards, so your team spends its time on the cases that need judgement.
Queues you can actually steer
Waiting rooms, routing rules, live queue visibility, assignment and transfer between agents. Supervisors can see where the pressure is and move people to it.
Nothing goes missing
Full transcripts, call records, shared files and AI summaries stay attached to the customer, so the next agent picks up where the last one stopped.
AI layer
AI that clears the queue, then gets out of the way.
The assistant handles the repetitive front half of a support conversation and hands over cleanly the moment a person is needed. Your agents inherit the context instead of starting the conversation again.
Six ways the assistant earns its place
- Answers the routine questions. Password resets, order status, opening hours and policy questions are resolved without an agent ever picking them up.
- Routes by intent, not by menu. The assistant reads what the customer actually wants and sends the conversation to the right team or skill group.
- Collects the details first. Guided intake gathers the account number, order reference or description of the fault before anyone joins.
- Hands over with the full picture. When a person takes over, they arrive with the transcript and a summary already in front of them, so nothing is repeated.
- Writes the wrap-up. Conversation summaries are generated automatically, which keeps notes consistent and gets agents onto the next case faster.
- Reads what customers send in. A photo of a damaged item, a screenshot of an error or a picture of a serial plate can be uploaded and interpreted in the conversation.
How a case moves
From first message to closed case, in one continuous thread.
The customer never repeats themselves and never leaves your brand. Here is the path a typical conversation takes.
Customer gets in touch
From a widget on your site, a link in an email, or a chat app they already use. No account to create, nothing to install.
AI opens the case
The assistant answers what it can, and where it cannot, collects the details an agent will need.
Routed and queued
The conversation lands with the right team, with waiting-room messaging that sets expectations while they wait.
An agent takes over
Chat, voice, video or a shared screen, whichever fits the problem, with the full history already in view.
Wrapped and recorded
Summary, transcript and files are saved against the customer, ready for follow-up or the next conversation.
Capabilities
Everything your agents need, in one workspace.
Four groups of capability, all delivered under your branding and managed for you by Boom Logic.
Live chat that keeps its memory
Each customer gets a private support room that persists between visits, so a conversation picked up next Tuesday still has last Tuesday attached to it.
- Private one-to-one support rooms per customer
- Full conversation history that survives across sessions and agents
- Typing indicators, delivery and read receipts
- Offline messages held and delivered when the customer returns
- Attachments and links kept in the thread where they were sent
Move to voice or video in one click
When typing stops being the fastest way to solve something, the same conversation becomes a call. No new link to send, no separate meeting tool, no lost context.
- Escalate from chat to voice or video inside the existing thread
- No fixed cap on how many people can join a session, so a supervisor, a specialist and an interpreter can all be present
- Bring a second agent in mid-call without restarting the conversation
- Two-way screen sharing for walkthroughs and diagnosis
- Runs in the browser, so customers install nothing
Files, screenshots and screens
Most support problems are easier to show than to describe. Everything a customer sends stays attached to the case rather than scattered across inboxes.
- Secure file transfer in both directions inside the conversation
- Screen sharing for setup, configuration and fault-finding
- Image upload the AI assistant can read and act on
- Documents, photos and transcripts stored against the customer record
- Encrypted in transit and at rest
Agents, queues and permissions
The controls a support manager needs to run a shift: who is available, what is waiting, and who should be handling it.
- Waiting rooms that tell customers where they stand instead of leaving them guessing
- Multiple concurrent conversations per agent, with clear workload visibility
- Assignment, reassignment and warm transfer between agents and teams
- Roles and permissions for agents, supervisors and administrators
- Full interaction records for quality review and training
Delivery
Three ways teams put it to work, depending on where support lives today.
The platform is the same in all three. What changes is where your customers meet it and how much of your existing stack it sits alongside.
As your support platform
A complete, standalone help centre under your own domain and branding. Agents work in the web workspace, customers arrive through your site or a link. This is the fastest route to live, and the one most teams start with.
Built into your product or portal
Support opens inside the app or customer portal your users already sign in to, rather than sending them somewhere else. Boom Logic handles the integration work as part of onboarding, so your team is not the one building it.
Chat-first, with AI in front
For teams whose volume is mostly text. The AI assistant fields the opening questions around the clock, and live agents are pulled in only for the conversations that need them. Voice and video stay available for when they do.
Reach
Meet customers where they already are, not where it suits your tooling.
Every route below opens the same conversation with the same history behind it, so it makes no difference to your agents which door a customer came through.
On your site or in your app
A support window that opens in place, carrying your branding, so customers never lose their footing by being sent to an unfamiliar domain mid-problem.
One-click secure links
Send a link by email or SMS and the customer is in the session from their browser. No account to create, no app to download, no password to reset before you can help them.
The chat apps they already use
Customers can start a conversation somewhere familiar and be moved into a secure session when the topic calls for it, without losing what they have already typed.
Where it fits
Support teams look different depending on what they are supporting.
The same platform, configured around how your team actually works and what your customers expect when something goes wrong.
SaaS and technology
Onboarding help, configuration questions and technical fault-finding, where screen sharing usually solves in two minutes what chat would take twenty to describe.
Marketplaces and platforms
Two-sided support where buyers and sellers both need help, and disputes need a record of who said what. Private rooms keep each side’s conversation separate.
Managed service providers
Client-facing help desks that need to carry your brand rather than a vendor’s. Pairs naturally with the rest of the Boom Logic managed stack.
Healthcare and patient services
Appointment questions, billing queries and portal help, handled with the same privacy discipline as clinical contact. See the telemedicine build for the clinical side.
Education and training
Learner support, enrolment questions and technical help for students and parents, with sessions that can turn into a screen share when instructions are not landing.
Nonprofits and member associations
Helplines, member services and advocacy support, where budgets are tight and every seat counts. Registered nonprofits take 20% off through NITEP.
Security and hosting
Run on infrastructure we manage, so your team does not have to.
Support conversations carry account numbers, order details and often a good deal more. BoomTalk Live is delivered as a fully managed service on Boom Logic cloud infrastructure, with patching, monitoring, backups and upgrades handled on your behalf.
Encrypted in transit and at rest
Messages, calls, files and recordings are encrypted on the wire and in storage. Sessions are private to the people invited into them.
Roles and access control
Agents, supervisors and administrators see only what their role allows. Access can be granted, changed and revoked centrally as your team turns over.
A record you can go back to
Transcripts, call records, shared files and AI summaries are retained against the customer, which matters for quality review, training and any dispute that arrives months later.
Sector obligations differ, and so do the controls that satisfy them. If you operate under HIPAA, PCI DSS, GDPR or a sector regulator, talk to Boom Logic and we will scope the configuration and any additional agreements around your requirements.
Services
The platform is the easy part. We do the rest with you.
Boom Logic does not hand over a login and wish you luck. Configuration, branding, integration and the ongoing running of the platform are all things we can take on.
Configuration and custom work
Branding, workflow design, custom fields and any bespoke development your support process needs. Our team builds it, tests it and ships it with you.
Managed cloud and operations
Hosting, monitoring, patching, backups and capacity planning run by Boom Logic. Your support team gets a platform that stays up without owning the infrastructure behind it.
Integrations with what you already run
Connect BoomTalk Live to your CRM, ticketing system, billing platform or internal tools so conversations and records land where your team already looks for them.
Plans
Straightforward per-user pricing, with no per-conversation metering.
Both plans are billed per user on a 12-month term with a five-user minimum. You licence the agents and supervisors who handle conversations – not the customers who start them, and not the number of messages, minutes or tickets they generate. A busy month costs the same as a quiet one.
NITEP · Nonprofit pricing
Helplines, member services and advocacy teams take 20% off every seat.
Boom Logic runs the Nonprofit IT Empowerment Program for registered nonprofits, including helplines and crisis support services, member associations, advocacy organisations, community services and charitable foundations. Enrolled nonprofits take 20% off every BoomTalk Live seat.
NITEP rates require enrolment in the program and a five-seat minimum, and the one-time setup fee applies. Nonprofits who also run Boom 365: MSSP Pro qualify for deeper BoomTalk Live pricing again, alongside 20% off MSSP Pro and managed cloud hosting through pooled purchasing.
Questions
Frequently asked by support and operations leads.
Do customers need an account or an app to reach us?
No. Customers join from a secure one-click link, or from a support window on your own site, straight in the browser. There is no account to create and nothing to install, which matters most when the reason they are contacting you is that something is already not working.
Is there a limit on how many people can join a support session?
No. BoomTalk Live group sessions have no fixed participant cap, so a supervisor, a technical specialist, an account manager and an interpreter can all join the same conversation as needed. You are licensed on the number of agent seats you buy, not on how many people attend any one session.
Will our customers know the platform is not ours?
Not from anything they see. The workspace, the customer window, the domain, the invitation links and the notification emails all carry your branding. BoomTalk Live is white-labeled from end to end, which is the point of it.
Can it work alongside the helpdesk or CRM we already run?
Yes. BoomTalk Live is built to connect to the systems you already use, so conversations, summaries and records can flow into your CRM, ticketing or billing platform rather than sitting in a second silo. Boom Logic scopes and builds those integrations as part of onboarding.
Who hosts it, and who keeps it running?
We do. BoomTalk Live is delivered as a fully managed service on Boom Logic cloud infrastructure. Hosting, monitoring, patching, backups and upgrades are handled on your behalf, so your team runs a support operation rather than a platform.
How quickly can a team be live?
Because the platform is already built, most of the work is configuration rather than development: branding, agent accounts, routing rules and the AI assistant’s opening behaviour. Timelines depend on how much integration you want on day one, and we will give you a firm answer once we understand your setup.
Do nonprofits get a better rate?
Yes. Registered nonprofits enrolled in the Nonprofit IT Empowerment Program take 20% off every seat, bringing Essentials to $32.00 and Professional to $40.00 per user per month. A five-seat minimum and the one-time setup fee still apply. Full NITEP details are here.
Get started
Tell us how your team handles support, and we will price it.
Send us a few details about how customers reach you today and how many agents and supervisors would need a seat. We will come back within one working day with pricing, a walkthrough of the branded workspace, and – if you are a registered nonprofit – your NITEP rate.