---
description: Review of Hybrid Chat Software: system overview, features, price and cost information. Get free demos and compare to similar programs.
image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png
title: Hybrid Chat | Reviews, Pricing & Demos - SoftwareAdvice GB
---

Breadcrumb: [Home](/) > [Live Chat Software](/directory/4569/live-chat/software) > [Hybrid Chat](/software/243474/hybrid-chat)

# Hybrid Chat

Canonical: https://www.softwareadvice.co.uk/software/243474/hybrid-chat

> Hybrid Chat enhances the customer experience by handling live chat from different digital channels (WhatsApp, Facebook, etc.) using chatbots (Microsoft Cognitive Services, Amazon Lex, etc.) that helps quick access to information. It can also seamlessly hand off to the live agent if the bot's confidence score is low. Chat context is passed on to the agent desktop that can be embedded within CRM thus providing easy access to the customer's profile. After the handoff, the agent is also assisted by the bot thus making him an AI-assisted agent. It can integrate with any contact center such as Cisco Contact Center (UCCX,UCCE/PCCE), Genesys, and FusionPBX.
Features:
- Hybridchat can integrate with your call center (Cisco, Genesys, Freeswitch/ FusionPBX) for routing, skills, stats, and unified agent desktop app
- Rich Messaging, such as Carousels, buttons, Geo-location, etc. are fully supported across chat channels that support these features.
-  Enrich or complement IVR sessions with a chat experience, for example by exchanging SMS messages with callers while they are being queued on the IVR to an agent.
- Supervisor monitoring and group chat
- It can be embedded within a CRM for customer profile popup
-  The bot can manage the bulk of the chat conversation and hands off to a human agent whenever its confidence score is low
- After the handoff, the agent is also assisted by the bot - a so-called AI-assisted agent.
- If the bot is unable to answer the query and no agent is available, it can suggest a callback or chat back when agents become available.
- Agents can initiate a video call and can also send an SMS to share any information with the customer (if HC is integrated with SMS Gateway).
- Supervisor Features such as Accept Hand Raise, Silent Monitoring, Barge-in, Whisper Message, View Participant List, Chat History, Agent/Queue Stats \& posting announcement for agents.
- Knowledgebase \& Business calendars are add-on features.
https://www.expertflow.com/chat/
> 
> Verdict: Rated **5.0/5** by 1 users. Top-rated for **Likelihood to recommend**.

-----

## Quick Stats & Ratings

| Metric | Rating | Detail |
| **Overall** | **5.0/5** | 1 Reviews |
| Ease of Use | 5.0/5 | Based on overall reviews |
| Customer Support | 5.0/5 | Based on overall reviews |
| Value for Money | 5.0/5 | Based on overall reviews |
| Features | 4.0/5 | Based on overall reviews |
| Recommendation percentage | 100% | (10/10 Likelihood to recommend) |

## About the vendor

- **Company**: Expertflow
- **Founded**: 2007

## Commercial Context

- **Starting Price**: US$168.00
- **Pricing model**: Per User (Free Trial)
- **Pricing Details**: Hybrid Chat has a subscription licensing model, charged per concurrent agent per month. 
- $14 standalone Hybrid Chat license with web chat, 
- $4 integration license with Cisco/Freeswitch/FusionPBX 
- $2 per channel(WhatsApp, Facebook, Twitter, Viber, etc.)
- $4 USD if supported by a chatbot.
- **Target Audience**: 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+
- **Deployment & Platforms**: Cloud, SaaS, Web-based, Windows (Desktop), Linux (Desktop), Linux (On-Premise), Android (Mobile)
- **Supported Languages**: Arabic, Chinese, English, French, German, Hindi
- **Available Countries**: Argentina, Australia, Bolivia, Brazil, Canada, Chile, Colombia, Ecuador, Falkland Islands, France, French Guiana, Germany, Guyana, India, Ireland, Italy, Mexico, Netherlands, New Zealand, Paraguay and 9 more

## Features

- API
- Activity Dashboard
- Autoresponders
- CRM
- Canned Responses
- Chat/Messaging
- Contact Management
- Customisable Branding
- File Sharing
- Geotargeting
- Interaction Tracking
- Mobile Access
- Multi-Channel Communication
- Offline Form
- Proactive Chat
- Real-Time Analytics
- Real-Time Monitoring
- Real-Time Notifications
- Real-time Consumer-facing Chat
- Reporting/Analytics

## Integrations (4 total)

- AtomX Digital AI Chatbot
- Expertflow Contact Center
- MS Dynamics
- Rasa

## Support Options

- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
- 24/7 (Live rep)
- Chat

## Category

- [Live Chat Software](https://www.softwareadvice.co.uk/directory/4569/live-chat/software)

## Alternatives

1. [WhatsApp](https://www.softwareadvice.co.uk/software/285733/whatsapp) — 4.7/5 (16297 reviews)
2. [Slack](https://www.softwareadvice.co.uk/software/154669/slack) — 4.7/5 (24046 reviews)
3. [Text Request](https://www.softwareadvice.co.uk/software/306855/text-request) — 4.6/5 (1193 reviews)
4. [LiveChat](https://www.softwareadvice.co.uk/software/27068/livechat) — 4.6/5 (1715 reviews)
5. [LiveAgent](https://www.softwareadvice.co.uk/software/109980/liveagent) — 4.7/5 (1753 reviews)

## Reviews

### "Contact center SMS, Chat, social media integration with Cisco Finesse" — 5.0/5

> **Issa** | *19 April 2022* | Health, Wellness & Fitness | Recommendation rating: 10.0/10
> 
> **Pros**: The software integrates nicely with Cisco Finesse.  Reports are integrated in Cisco CUIC. Easy of use and short learning curve.
> 
> **Cons**: I would like to see the backend simplified and a single GUI management interface for the different products provided by Expertflow.
> 
> The Missouri Poison Center is 24/7 contact center.  We implemented ExpertFlow Hybrid Chat in 2019.  The company culture, from the\[SENSITIVE CONTENT\]  to the helpdesk, strive for customer’s success.  Everyone was proactive and eager to assists us in ideas, solutions, and customization.  We presented the company with many workflow needs during the design, implementation, and support phases; the ExpertFlow team delivered enhancements in a consistent manner.  We are pleased with the company culture and continue investing in their products and services.

## Links

- [View on SoftwareAdvice](https://www.softwareadvice.co.uk/software/243474/hybrid-chat)

## This page is available in the following languages

| Locale | URL |
| en | <https://www.softwareadvice.com/product/243474-Hybrid-Chat/> |
| en-AU | <https://www.softwareadvice.com.au/software/243474/hybrid-chat> |
| en-GB | <https://www.softwareadvice.co.uk/software/243474/hybrid-chat> |
| en-IE | <https://www.softwareadvice.ie/software/243474/hybrid-chat> |
| en-NZ | <https://www.softwareadvice.co.nz/software/243474/hybrid-chat> |

-----

## Structured Data

<script type="application/ld+json">
  {"@context":"https://schema.org","@graph":[{"name":"SoftwareAdvice UK","address":{"@type":"PostalAddress","addressLocality":"Egham","addressRegion":"ENG","postalCode":"TW20 9AH","streetAddress":"Tamesis, The Glanty, Staines-upon-Thames Egham TW20 9AH United Kingdom"},"description":"Software Advice helps businesses in the UK find the best software with confidence. Compare software options and learn more from our research and user reviews.","email":"info@softwareadvice.co.uk","url":"https://www.softwareadvice.co.uk/","logo":"https://dm-localsites-assets-prod.imgix.net/images/software_advice/logo-white-d2cfd05bdd863947d19a4d1b9567dde8.svg","@id":"https://www.softwareadvice.co.uk/#organization","@type":"Organization","parentOrganization":"Gartner, Inc.","sameAs":[]},{"name":"Hybrid Chat","description":"Hybrid Chat enhances the customer experience by handling live chat from different digital channels (WhatsApp, Facebook, etc.) using chatbots (Microsoft Cognitive Services, Amazon Lex, etc.) that helps quick access to information. It can also seamlessly hand off to the live agent if the bot's confidence score is low. Chat context is passed on to the agent desktop that can be embedded within CRM thus providing easy access to the customer's profile. After the handoff, the agent is also assisted by the bot thus making him an AI-assisted agent. It can integrate with any contact center such as Cisco Contact Center (UCCX,UCCE/PCCE), Genesys, and FusionPBX.\nFeatures:\n- Hybridchat can integrate with your call center (Cisco, Genesys, Freeswitch/ FusionPBX) for routing, skills, stats, and unified agent desktop app\n- Rich Messaging, such as Carousels, buttons, Geo-location, etc. are fully supported across chat channels that support these features.\n-  Enrich or complement IVR sessions with a chat experience, for example by exchanging SMS messages with callers while they are being queued on the IVR to an agent.\n- Supervisor monitoring and group chat\n- It can be embedded within a CRM for customer profile popup\n-  The bot can manage the bulk of the chat conversation and hands off to a human agent whenever its confidence score is low\n- After the handoff, the agent is also assisted by the bot - a so-called AI-assisted agent.\n- If the bot is unable to answer the query and no agent is available, it can suggest a callback or chat back when agents become available.\n- Agents can initiate a video call and can also send an SMS to share any information with the customer (if HC is integrated with SMS Gateway).\n- Supervisor Features such as Accept Hand Raise, Silent Monitoring, Barge-in, Whisper Message, View Participant List, Chat History, Agent/Queue Stats &amp; posting announcement for agents.\n- Knowledgebase &amp; Business calendars are add-on features.\nhttps://www.expertflow.com/chat/","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductScreenshot/3a262a0d-875d-4ad7-86e5-de6e19388ee7.png","url":"https://www.softwareadvice.co.uk/software/243474/hybrid-chat","@id":"https://www.softwareadvice.co.uk/software/243474/hybrid-chat#software","@type":"SoftwareApplication","publisher":{"@id":"https://www.softwareadvice.co.uk/#organization"},"applicationCategory":"BusinessApplication","aggregateRating":{"@type":"AggregateRating","ratingValue":5.0,"bestRating":5,"ratingCount":1},"offers":{"price":"168","@type":"Offer","priceCurrency":"USD"},"operatingSystem":"Cloud, Windows, Linux, Linux on premise, Android"},{"@id":"https://www.softwareadvice.co.uk/software/243474/hybrid-chat#breadcrumblist","@type":"BreadcrumbList","itemListElement":[{"name":"Home","position":1,"item":"/","@type":"ListItem"},{"name":"Live Chat Software","position":2,"item":"/directory/4569/live-chat/software","@type":"ListItem"},{"name":"Hybrid Chat","position":3,"item":"/software/243474/hybrid-chat","@type":"ListItem"}]}]}
</script>