Live chat is a tool that allows employees to communicate with website users or with one another in real-time. It might be text, voice, or video-based chat that team members utilize to communicate with one another and discuss or resolve any issues that have arisen. Customer service Customers can also use live chat to communicate with customer service representatives without calling them directly. For example, users can send a message in a chat box instead of waiting for an email response, and then wait for a live chat response from an agent. Live chat might be misleading because there is usually a three-minute or more wait time despite its name.