Heap.chat - Feedback Chat Made Easy
Heapchat · Marketing
Heap.chat is a live chat SDK and in-app feedback tool that lets web and mobile teams collect user messages, translate them with AI, and reply from one dashboard.
About Heap.chat - Feedback Chat Made Easy
What Is Heap.chat
Heap.chat is a customer support and feedback tool built for teams that ship web or mobile products. You drop its chat SDK into your app or site, and your users get a way to message you without hunting for an email address or a phone number. Everything lands in one dashboard where agents read, tag, and answer messages.
The tool aims at a specific pain: feedback that scatters across app store reviews, support emails, and social posts. Heap.chat pulls those conversations into a single inbox and adds light AI on top, so a message written in Spanish can be read in English and a complaint can be flagged as negative before anyone opens it.
It is not a full helpdesk platform. There is no deep ticketing, no big knowledge base builder, and no sprawling automation tree. If you run a large support org with strict SLA workflows, this is a light layer rather than a replacement for an enterprise suite. For small teams and indie developers, the setup is quick and the free tier is generous enough to test.
Getting Started
- Create an account at heap.chat and start a free trial of the Pro plan.
- Add the SDK to your web or mobile app and configure your keys using the developer docs.
- Turn on the chat widget and in-app feedback so users can send messages and reports.
- Reply from the dashboard or the free iOS app, and let auto-translation and sentiment tags sort the queue.
Product Information
A quick look at Heap.chat - Feedback Chat Made Easy's pricing, supported platforms, and performance.
Best for
The users, tasks, and scenarios where this tool fits best.
Users
- Support agents who answer customer messages all day and want one inbox instead of jumping between email, social, and app stores.
- Founders and solo developers who need a support channel in their app without hiring a full support team.
- Product managers who treat incoming messages as a feedback stream for spotting bugs and feature requests.
Tasks
- Collecting in-app feedback
- Answering live chat in real time
- Reading messages across languages
Scenarios
- A mobile game studio that wants players to report bugs from inside the game instead of the app store review page.
- A SaaS startup shipping weekly and using feedback tags to decide what to build next.
- A one-person support operation that lives on the iOS app and replies to messages between other work.
Key features
In-App Feedback Widget
Users send messages, bug reports, and feature ideas right inside your app or site, and every message becomes a data point you can review. The point is catching feedback where it happens, before a frustrated user gives up and leaves a bad review instead.
Live Messaging
The chat connects an agent to a user the moment a message arrives, while the customer is still in your product. Talking in the moment tends to resolve small issues and questions faster than a support ticket that sits for a day.
AI Auto-Translation
Messages get translated in real time so an agent reads a foreign-language note in their own language and replies in the customer's. It removes the usual back-and-forth of copy-pasting into a separate translator.
Sentiment Detection
Heap.chat tags messages by sentiment, which lets a team prioritize the angry ones first. It is a sorting aid, not a judgment on the customer, and it helps a small team spot problems before they pile up.
Smart Tagging and Summaries
The AI tags incoming messages and writes quick summaries, so long threads are easier to scan. This is what turns a raw inbox into something closer to a feedback queue you can work through.
Custom Branding
You match the widget to your own colors and style, so the chat looks like part of your product rather than a bolted-on third-party box. Small detail, but it keeps the experience feeling consistent.
Multi-Channel Support
Heap.chat covers messages in your app, on your website, and through tools you already use. The aim is one queue for the places your users actually talk to you.
Mobile App for Agents
A free iOS app sends instant notifications for new messages and lets agents reply from a phone. Support agents and founders who move around a lot can keep the queue moving without a laptop.
Pros and cons
Pros
- Pulls chat and in-app feedback into one dashboard, which cuts the number of places you check for user messages.
- AI auto-translation and sentiment tags speed up sorting a mixed-language queue.
- The free iOS app means agents can reply from a phone, not just a desk.
- Setup is a short live chat SDK install, so you can ship feedback collection without a big build.
- Branding options let the widget blend into your product.
Cons
- It is lightweight on support operations, with no deep ticketing or knowledge base tools, so large teams may outgrow it.
- Pricing scales by monthly users, so a high-traffic app can climb in cost quickly.
- The AI features are helpful for sorting, but they do not replace a human reading tone and context.
- Android support for the agent app is not out yet, so mobile replies are iOS-only for now.
Frequently asked questions
Heap.chat is a live chat and in-app feedback tool for web and mobile products. You embed its SDK, collect user messages in one dashboard, and reply with AI translation and sentiment sorting on top.
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