If you want to automate live chat you can do so using: 1. Pre-chat forms. Pre-chat forms enable you to gather important information from your customers before the chat begins. This allows you to route the chat to the most appropriate agent. 2. Canned messages. Canned messages pre-made answers to frequently asked questions. When a customer asks a question, simply click on the canned response you want to use. This saves agents time and decreases operational costs. 3. Chatbots. Chatbots are AI (artificial intelligence) programs that can chat with customers and execute simple requests.