Frequently Asked Questions

Though we tried to answer all the possible queries, but still, the best way to clear your doubts is through chat with us!

How it works? How can I sign-up and use your services?

Please follow these simple steps to sign-up:

  1. Please click on this link to sign-up:
  2. You will receive an activation link on your Email account. Click on that link. (Check for the line in SPAM if it’s not found in your inbox)
  3. Upon clicking that link, you will be taken to the DeskMoz’s dashboard web page.
  4. Inside DeskMoz’s dashboard, you will find a code from Setup > Paste the Code. Simply paste that code right before the closing “</body>” tag on all the pages you would like the chat tool to appear on.
  5. Click on FAQs tab inside DeskMoz’s dashboard and provide some FAQs which you think your website’s visitors may ask our agents.
  6. Based on your information, we will train our agents and will make them live in less than 48 hours.
What will be the duration of Free Trial?

We normally provide 10 days free trial from the day we put our agents live on your website.

What are the FAQs? Who will fill it?

You need to provide us most common questions along with their answers, which you think visitors may ask our agents. It is suggested that you should fill them as you know more about your business better than anyone else.

Why all plans are 350+ days instead of 365 days?

We have very high respect for the work we do. We give equal importance to our chat agents so that they can enjoy all the important festivals with their families. Moreover, we have only 11 scheduled offs, which comes out to be 3% only. For remaining 350+ days, we have record uptime of 99.9%.

What if my leads/chat quota is not used in a particular month? Will you carry forward the unused ones?

Yes, we will carry forward all the unused leads/chats to the next month with a condition that the existing plan remains active.

Can you use the live chat software which we have been using at our website?

Yes, we can use any other live chat software. We will charge US$ 49/month extra as we have to maintain another login for all the three shifts, every day.

What will you do in Advanced Customization?

In Advanced Customization, we take a step forward to provide you maximum modification our tool can afford. We can change the color of buttons, position of widget and any other possible CSS level customization.

What is White Label Widget?

Under white labeling, we will remove our brand’s name from widget as well as chats/leads transcripts. Your visitors/customers will never know if you have outsourced services to DeskMoz.

What if I exceed the number of leads/chats allotted to my plan?

Do not worry if you have exceeded the number of allotted leads/chats. We will not shut down the services. After the end of the month, we will send you an invoice for the exceeded chats/leads, which you can confirm in next 7 days.

Can you customize a plan as per my requirements?

Yes, we can certainly do that. Please confirm the services you need and we can surely come up with a custom made plan for you. You can Email your queries to

How can I get in touch with my dedicated manager?

You can always contact the assigned dedicated manager on Skype or Email.

Is there any discount?

Sorry, but we believe in one price and top quality of services.

What is the refund policy? Is there any contract?

No, there is no contract. It’s a month to month policy, which you can cancel at any time. As we have to allocate resources (agents) in advance so we can’t refund any amount, which we have already received.

When you say 24x7, do you really mean it?

Ofcourse Yes! We have agents working in multiple shifts. We have 99.9% online uptime record. We work on weekends and that’s our speciality. We are committed for 350+ days working (we keep 11+ holidays during the year for festivals or any unforeseen situations)

Do I have to enter my credit card details while creating free trial account?

No credit card details will be needed. It will only be needed while upgrading your account from free trial account to paid account after your trial period is ended

I want Chat Agents only for 1 shift or off-hours or weekends. Is it possible?

Our prices are based on the number of leads or chats. You can use our services for off-hours and weekend support. But, for this, you have to provide us with your LiveChat software’s login credentials. Also, it will cost US$ 49/month extra as we have to manage additional login for all the three shifts.

How your agents will know about the services/products I sell on my website?

After you fill the business FAQs under your login area, we will make our agents study your website, your products, your organization, and most importantly we will train them for the business FAQs you have filled. We will make sure that they answer them like someone from your company would have done.

What kind of training will be provided to your agents for my website?

The Chat Agents’ training starts with a comprehensive introduction about your business & the website, by our Training Team. Under the core training, the Agents are first trained on the macros, such as your Products/ Services, Pricing etc. & then on the micros, such as the products’/ services’ minute details, return policies, discounting etc. We ensure that the Chat Agents come completely prepared on your website.

I don’t know how to add script on my website? Will you help me?

No problem! Either share us the contact details of your web master or share the FTP details of your website. Rest, leave everything onto us.

How do you monitor all the chat conversations made by your agents?

We keep a very close and strict monitoring of every chat conversations made by our agents. All the chats would also be emailed to you, real time.

How do you count chats?

Whenever a visitor engages with our agent through chatting for any type of query, we count that chat session as one chat. It doesn’t matter how long that chat conversation goes, but that will always be counted as one.

Can I check my lead/chat counts & history?

Yes! You can check the lead/chat counts and all chat transcripts under your login area.

Where are you located? How many headcounts (staff) do you have?

We are based out of Jaipur, Rajasthan, India. Currently, we have 125+ experts & agents ready to help you 24×7.

How can I cancel the subscription?

In the case of cancellation, either drop us an Email or visit your PayPal account and cancel the subscription through there. We need at least three working days to process the cancellation.

Can I upgrade my account in middle of the month?

Yes, you can do that. Your chats will be adjusted accordingly. Please contact your manager after upgrading your account.

How will you help in generating sales leads?

Our agents are professionally trained and they actually put efforts in converting visitors to customers. As soon as we find any prospects from the chat visitors, we will send you their contact details.

How will I know, if any of the chats is missed by your agents?

Every single chat will be E-mailed in real time on your registered Email ID. You can check from the chat transcripts whether the visitor has properly responded or not. We can assure you that every visitor is equally important to us, and we will respond him like your company staff members would have responded.

You are located in India and my visitors are not from your country, how can you manage them as there is cultural and time difference?

We provide 24×7 chat agents services, and we work in three different shifts; so there is no time barrier for our services. We have been working in the industry for the last 12 years and dealing with various clients from all over the world.

How many agents work for a single client?

We appoint chat agents as per your chat plan and your website requirements. Minimum six agents work for a single website in our starter plan.

Is it safe to provide credit card details on your site?

Yes, it is very much safe and secure. You enter your payment’s details on PayPal website as you will pay through PayPal, and it is the most trusted payment gateway worldwide. All your transactions will be safe and secure through PayPal.

What steps will be taken if any of your agents make false commitment or provide incorrect details to any visitor?

First of all, it will not happen. We have trained experienced chat agent. They will answer on basis of the FAQs provided by you. If any visitor asks any question which is not provided by you, we will ask you for the answer or provide the contact details of the visitor to you, so that you can directly contact with your prospect customer. If any incorrect detail is given to the visitor, we will guide the agent and take proper steps.

Can your agents edit the chat transcript at any stage?

No, chat transcript cannot be edited. It is automatically sent on your registered Email ID by live chat software system. There is no human intervention in chat transcript.

Can I see the chat transcripts at the moment when agents are engaged in chatting and intervene in between or suggest an answer of my choice?

No, you cannot see the chat while chat agent is engaged in chatting. You can get the chat transcript, once the chat is completed.

How will I know if you are doing any dummy chats?

We have been working for the last 12 years. We have high values and business ethics. We don’t do such petty things. If we do that, you will never pay us again and we don’t want to lose a client like you.

How is it possible to train agents within 48 hours?

We have trained and experienced chat agents. We are delivering chat agent service in mostly all industries. Our agents know what kinds of questions your visitor can ask. The agents will also be trained for your FAQs. Our manager will study those FAQs and analyze your website. Accordingly we will train our agents, and make your services live within 48 hours.

What are the limitations for free trial?

DeskMoz’s free trial does not have any limitations. We offer same services in free trial, as we offer in Economy Plan.

Can you invite website visitors to chat?

Yes, we can definitely send chat invitations (proactive chats). It helps in getting more leads.