That's why we built Live Chat, a new module inside BeQuick that replaces the ticket queue with two-way SMS, backed by a support dashboard built for agents to manage real-time conversations instead of static tickets.

What it does

Live Chat turns your support inbox into a working dashboard. Every conversation lands in one of three states: New, Responded, or Unresponded. Agents can see at a glance what needs attention and what's already handled. No more digging through a shared inbox trying to remember who replied to what.

When a customer starts a conversation, the system sends an automated opt-in message right away. From there, an agent can assign the conversation to themselves, pull up the customer's details, and respond. Live Chat is designed for customer responses that are specific, detail-heavy, and can be resolved without a customer having to call in twice.

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Follow-ups that actually follow up

Customers get busy. They open a text, mean to reply, and forget. Live Chat handles that with automated follow-ups. If a customer doesn't respond, the system checks back in. If there's still no response, it sends a final notice before closing the request out. Nothing sits open forever, and nothing gets closed without giving the customer a fair chance to respond.

Configured your way

Every MVNO runs support differently, so Live Chat is built around profiles. A Conversation Profile defines the SMS number in use, the category options your team needs (billing, technical support, whatever fits your business), and the resolutions available to agents.

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On the automated messaging side, you're in control of the timing:

1. Delayed acknowledgement: 15 minutes
2. Follow-up delays: 5, 5, and 10 minutes
3. Auto-close: 90 minutes after the last follow-up

These are the defaults we ship with, and they're adjustable to match how your team actually works.

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Templates round it out. Acknowledgments, auto-closures, opt-in and opt-out notices all run through SMS templates you control, so every message a customer gets sounds like it came from your brand, not a generic system.

Why we built this

BeQuick already runs billing, provisioning, and subscriber management for MVNOs. Support was still stuck in a ticket model that didn't fit how subscribers communicate. Live Chat moves support onto SMS, the channel customers already use, and ties every conversation to the same subscriber record as everything else on the platform. No separate helpdesk tool, no syncing data between systems.

What's next

This is the first channel, not the last one. We're building out webchat next, so support will run through the same dashboard whether a customer texts in or messages you from your white-labeled site or subscriber portal. One dashboard, one subscriber record, every channel your customers actually use.

If you're struggling with customer communications and lost tickets, this is worth a look. Reach out to your BeQuick contact to see Live Chat in action.