Live Chat in Morocco: AI and Human Agents in One Inbox

Why live chat with AI handover in Morocco?

A chatbot alone is not enough: a sensitive complaint, a negotiation or an out-of-scope request must reach a person. Live chat alone is not enough either: your agents spend their days repeating the same answers about opening hours, prices or delivery times, in Darija, French and Arabic.

Bedaki live chat combines both. The bot answers first from your knowledge base. When it is unsure, or when the customer asks for a human, the conversation moves to the right team's queue. The agent sees the full exchange and an AI-generated summary before typing a word.

Everything lands in the same place whatever the channel: a WhatsApp message, an Instagram DM, a Messenger conversation or your website widget. Your agents work in a single interface, with filters by bot, queue and channel.

What Bedaki live chat brings to your teams

Less repetition, more resolution.

One inbox for four channels

WhatsApp, Instagram, Messenger and website in the same queue. No more juggling apps or missing a message.

AI summary before every pickup

The agent gets the full history and a summary of the request, the context and what the bot already answered. They reply right from the first message.

Queues per team

Create queues per department, city or language, with the agents, bots and channels allowed. Conversations are routed to the right team and can be moved between queues.

Three-step escalation

Pending, admitted, resolved: every conversation has a clear status. Managers see what is waiting, who is handling what, and what has been resolved.

Queues and teamwork

Bedaki live chat is built for teams: several agents, several queues, several channels, one interface.

Queues per team, channel or language

Every conversation the bot hands over enters a queue. You create the queues that match your organisation and assign agents, bots and channels to them, so requests land directly with the team that should handle them.

Queues per department (support, sales, complaints), per city or per language
Each queue has its allowed agents, bots and channels (WhatsApp, Instagram, Messenger, website)
A conversation can be moved to another queue in one click

Three statuses, no conversation lost

Every escalated conversation is pending, admitted or resolved. The counters on each tab show in real time what is waiting for pickup, what is in progress and what is done.

The AI-generated summary shows in the list, before the conversation is even opened
The originating bot, the channel and the queue are visible on every card
When an agent admits a conversation, it leaves the other agents' pending list

One agent, several conversations at once

An agent admits several conversations and switches between them without losing track: every card carries its summary, its history and its channel. Filters by bot, queue and channel keep the focus on what matters.

Filters by bot, by queue and by channel
Full history and AI summary in view at every switch
Agents only see the queues they are assigned to; managers see everything

Reply, transfer, resolve

The agent replies straight from the interface and the message goes out on the customer's original channel, in Darija, French or the language of the conversation. If a colleague is needed, they move the conversation to another queue. Once done, they mark it resolved.

Reply sent on WhatsApp, Instagram, Messenger or the website widget, without switching tools
Move to another queue with the full context
One-click resolution, with handling time tracked in analytics

How the handover to an agent works

From bot to human, with no break for the customer.

1
The bot detects the need for a human
Low confidence, a sensitive topic, or simply a customer writing "I want to talk to someone", in Darija, French or 30+ languages: the bot hands over.
2
The conversation enters the right queue
Based on the bot, the channel and your rules, the request lands in the relevant team's queue, with the full history and the AI summary.
3
The agent admits, replies and resolves
The agent admits the conversation, replies directly from the interface on the customer's original channel, then marks it resolved. Analytics track handling time.

Live chat use cases in Morocco

Where a human answer makes the difference.

E-commerce

The bot handles order tracking; delivery disputes and complex returns go to your customer service team.

Real estate

The bot qualifies and offers time slots; the sales agent takes over to negotiate and confirm the viewing.

Banking and insurance

The bot explains products and documents; an advisor handles sensitive requests with full context.

Education

The bot answers on programmes and fees; the admissions team takes the special cases.

Hospitality and restaurants

The bot answers on availability; the front desk confirms special requests and groups.

Healthcare

The bot handles hours and appointments; the front desk takes over for any medical question.

Live chat FAQ

Does the customer have to switch channel when an agent takes over?

No. The customer keeps writing on WhatsApp, Instagram, Messenger or the website widget. Only the person changes: the agent replies from the Bedaki interface and the message arrives on the original channel.

What does the agent see when receiving a conversation?

The full history of the exchange with the bot, an AI-generated summary of the request and context, the channel, the bot involved and the queue. They can reply immediately without making the customer repeat themselves.

How are queues organised?

You create queues per team, department or language, and assign agents, bots and channels to them. A conversation can be moved between queues. Agents only see the queues they are assigned to.

When does the bot decide to hand over?

When it is not confident enough in its answer, when the request falls outside the scope you defined, or when the customer explicitly asks for a human. You set these rules in the bot settings.

Is live chat included in the free plan?

The free plan lets you create and test a bot. Live chat for your agents, queues, and the WhatsApp, Instagram and Messenger channels are included in paid plans, billable in dirhams. Prices are on our home page.

How many agents can use live chat?

The number of agents depends on your plan. Each agent has their own account with precise roles and permissions and two-factor authentication. Managers see all queues.