Eighty-plus features, engineered for the long tail
Most platforms nail the demo and fumble the details that matter once you cross 10,000 conversations. B2CPilot was built for that world — real-time chat, an AI agent, smart routing, a four-role back-office and a full CRM, all in one platform we host for you.
A branded chat page & an embeddable widget — one backend
Two front-ends share the same conversation core and per-project branding: a standalone page at /p/{slug} and a 60 KB Shadow-DOM-isolated widget you drop on any site with one script tag.
- Per-project branding — title, accent colour, welcome copy, icon
- Smart contact form with E.164 phone & country picker; returning visitors skip it
- Image attachments with preview-before-send & lazy-loaded history
- Cross-session resume — conversation continues months later, project-isolated
- Full source & intent capture: UTM, referrer, device, OS, browser, geo, time-on-page
Shadow DOM isolation
Customer-site CSS can't bleed in; widget CSS can't bleed out. Always pixel-perfect.
Unread badge & positions
Bubble bottom-left or bottom-right, red unread counter, lazy chat history like WhatsApp Web.
Embed the chat with one line — widget, trigger link, or popup
A single async script tag opens a chat bubble on any third-party website. Add data-cp-open to any button to open it, or use the auto-popup modal (throttled once per 7 hours per browser).
<script async
src="https://yourdomain/widget/widget.js"
data-project="default"></script>Routing, auto-assignment & a clean chat lifecycle
Smart rules decide whether a new chat goes to a human, the AI, or the queue — based on availability, load and a fair round-robin rotation. Every chat then flows through a tidy state machine automatically.
Round-robin assignment
Persistent counter survives restarts. Eligibility = online + live-chat-enabled + not on break + below active limit + phone-deduped.
Drain queue on login
The moment an agent comes online, waiting chats are assigned to them — no chat sits in queue when capacity exists.
Grace windows that feel human
15s visitor-offline grace and 30s agent-refresh grace mean tab-switches and reloads never flicker the UI or reassign chats.
Manual reassign & assign
Agents hand a chat to a teammate in one click; admins/managers assign any agent from the Chats modal — pushed live to the new agent instantly.
Five status buckets
Queued · Active · Offline · Closed · Others — each with infinite-scroll backfill, search and a live unread badge count.
Inactivity & offline sweepers
Background services log out zombie agents (5 min idle with open chats) and move disconnected visitors to Offline after 15 seconds.
An inbox-style agent console for hundreds of chats a day
- Five-bucket inbox with per-bucket search & unread badges
- Starred chats (per-agent), up to 5 saved quick replies
- Inline lead-stage tagging: New · Qualified · Not Qualified · Converted
- On-break toggle, one-click reassign, session heartbeat
- Independent Live Chat & CRM permission toggles per agent
An AI agent that behaves like a real human
- Your own Claude or OpenAI API key; your own prompt per project
- Route any % of chats to AI — gradual rollout or A/B vs humans
- 1-second pause, typing pill, and auto green ticks — no "bot" tell
- Knows when to call a human — permanent escalation flag
- Safety net: falls back to a human on rate-limit / auth / network error
- One master switch; appears as an agent in the QA filter
Four roles, each with the right console & scope
Admin, Manager, Agent and Quality Analyst — every action is checked on the server, so permissions can't be bypassed by hiding a button.
| Capability | Admin | Manager | Agent | QA |
|---|---|---|---|---|
| View all chats & reports | Yes | Yes | Own only | Read-only |
| Assign & reassign agents | Yes | Yes | Own to others | No |
| Mark lead stage | Yes | Yes | Own chats | No |
| Block visitor by IP | Yes | Yes | No | No |
| Download chat PDF | Yes | Yes | No | No |
| Manage agents | Yes | Yes | No | No |
| Manage staff (admins / QA) | Yes | No admin promote | No | No |
| Edit Projects & AI config | Yes | No | No | No |
CRM, reporting, real-time & notifications
Every conversation becomes a lead; every report is fast even at huge volumes; every message, receipt and typing signal updates in real time.
Four lead sources
All chats, Web-form leads (public endpoint), CSV uploads and Google Sheet sync (60s poller) — unified in one CRM.
Lead-stage workflow
New → Qualified → Not Qualified → Converted, with follow-up dates, per-lead notes, lead-to-agent assignment and full marketing attribution on every row.
Reports & PDF transcripts
Chats, user data, visitor analysis, CRM, plus agent working-hours & attendance, assignment and project reports — all CSV-exportable, with one-click PDF transcript per chat.
Real-time everywhere
Messages, receipts, typing & presence update instantly for visitors, agents, admins & QA — with auto-reconnect and multi-device support.
WhatsApp-grade receipts & typing
Sent → delivered → read (green), plus bidirectional typing pills that update live without a refresh.
PWA notifications
System notifications, sound pings and a numeric app-icon badge via a service worker — even when the tab is backgrounded.
Want the full walkthrough?
We'll show you the agent console, the AI in action, and the ads → lead → optimisation loop on your own use case.