MyLiveChat vs LivePerson

A published price against a quoted one.

This is the clearest difference between the two products, and it is structural rather than a matter of degree. LivePerson publishes three tiers — Bronze, Silver and Gold — and no figures against any of them; the page routes you to “request a quote” or an RFP. MyLiveChat publishes every price on its own pricing page, and one agent is free permanently.

Neither approach is wrong. A quote is how enterprise software with real deployment services is normally sold, and a named account team is worth something when a rollout spans contact centres and voice. But it does mean the two products cannot be compared on cost from public information, and you should be suspicious of any page claiming otherwise — including a competitor’s. If you want a number before a sales call, one of these two vendors can give you one today.

The practical test is which side of that line your purchase sits on. A team adding chat to a website this week is not going to enjoy a procurement cycle. A programme replacing telephony across several brands should not be buying a widget.

BoldChat was switched off in January 2024.

BoldChat was bought by LogMeIn, folded into Bold360, and sold on to Genesys in 2021, where it was renamed Genesys DX. Genesys announced the end of that line in March 2023 and ended it on 31 January 2024. Product interfaces stopped accepting logins and the boldchat, bold360 and nanorep domains stopped answering; administrators were given roughly a further month to extract data through the APIs.

This matters because the name outlived the product. Software directories still carry BoldChat listings with current-sounding review dates, and comparison pages — ours included, until this rewrite — still showed it as a live option with a column of ticks. If you arrived here searching for it, you are not choosing between vendors; you are replacing one that no longer exists.

Genesys pointed customers at Genesys Cloud CX. That is a sensible destination for a contact centre and an oversized one for a website that needs a chat widget back. If it is the latter, the migration notes further down this page apply, with one difference: there is no incumbent left to run alongside, so export whatever you still have and treat it as a fresh install.

What is worth comparing, beyond the feature grid.

Feature grids flatter every vendor, because everybody ticks the same boxes. The differences that show up six months later are structural: how your data leaves the system, how the widget is installed and updated, what the AI is grounded in, and what happens to your configuration when you change plans.

A short evaluation list you actually apply beats a long one you skim. These are the questions that separate products once the demo is over.

• Can you export transcripts yourself, in a usable format, without asking support?
• Is the install a snippet you control, and can you remove it as easily as you added it?
• Is the AI grounded in content you supply, or in general knowledge that can invent specifics?
• What is the real unit of billing, and what happens to it in a quiet month?
• Where does chat data live, and who on your side can read it?

Choosing live chat software Evaluating vendor security What to log in live chat

Questions worth putting to any vendor, us included.

The point of an evaluation is not to find a product with no limits; it is to find one whose limits you can live with and can see in advance. Ask the awkward questions early, and prefer a specific answer over an enthusiastic one, whoever is giving it.

If a vendor cannot tell you where AI conversations are processed, how long transcripts are kept, or how you would leave, those answers do not improve after you sign.

• How long are transcripts retained, and can we set that ourselves?
• Which third parties process our chat content, particularly for AI answers?
• What exactly happens to our data and configuration if we cancel?
• What is the migration path in, and the migration path out?

What AI chat sends to the model provider Transcript retention policy Answering security questions

Running two products for a fortnight is normal.

Nobody should cut over on a Friday afternoon. The low-risk version of a migration runs both products briefly: keep the incumbent live on the pages that matter, put the new widget on a smaller section, and compare the conversations rather than the marketing.

Most of the migration work is not technical. It is deciding which canned responses survive the move, which trained content is still true, and who is going to own the channel afterwards. Export your history before you cancel anything, because access usually ends with the subscription.

• Export transcripts from the incumbent while you still have an account
• Port canned responses by hand and delete the ones nobody used
• Run both widgets on different sections for a fortnight, not the same page
• Remove the old snippet from every template, including cached ones

Migrating from another provider Common setup mistakes Launch checklist