Last Updated on April 16, 2025 by Holland Rocha
When it comes to live chat, Re:amaze gives you the flexibility to choose between two powerful modes of engagement. But when comparing Real Time Chat vs Classic Chat, how do you know which is best for your team’s workflow and your customers’ expectations? Let’s break down the key differences and help you decide what’s best for you.
Real Time Chat: Flexible, Asynchronous, and Modern
Real Time Chat in Re:amaze works a lot like the messaging apps your customers already use—think iMessage or Facebook Messenger. It’s great for teams that want to stay responsive without needing to be tied to a live chat window all day.
What makes it stand out:
- Conversations can happen in real time or asynchronously.
- Customers are shown an estimated response time.
- Notifications are sent via the dashboard, mobile app, and email.
- Replies are also emailed to customers if they leave your site.
- There’s no hard stop to the conversation—it picks up whenever either side is available.
This mode is ideal if your team juggles multiple tasks or works across different time zones. It’s also helpful if your customer base doesn’t expect an instant reply but appreciates a quick turnaround.
Classic Chat: Live, Synchronous, and Instant
Classic Chat brings the traditional live support experience to your website. It’s designed for teams that want to offer immediate, live assistance and can dedicate someone to monitor the chat in real time.
What makes it different:
- Both agent and customer must be online to chat.
- There’s a defined start and end to each session.
- Chats close automatically if either party goes idle.
- Customers expect quick replies—usually within 20–60 seconds.
- Available only via desktop for staff users.
- Includes availability hours, so agents are only shown as available during set times.
Classic Chat is best for businesses with dedicated live support teams and customers who expect quick answers—think ecommerce during peak shopping hours or SaaS onboarding sessions.
What’s Best for You?
The right chat mode depends on how your team operates and what your customers need. Here’s a quick way to decide:
| Your Situation | Best Chat Mode |
|---|---|
| My team works on the go, responds between meetings, or across time zones | Real Time Chat |
| We don’t want to promise instant replies | Real Time Chat |
| We have a team of dedicated support agents ready to answer live | Classic Chat |
| We want to offer scheduled, real-time sessions with guaranteed replies | Classic Chat |
| Our customers expect quick, live answers during business hours | Classic Chat |
These recommendations are based on how each mode handles responsiveness, availability, and customer expectations.
You can even use both modes depending on the time of day or team availability. When comparing Real Time Chat vs Classic Chat, it’s not always about picking one over the other—it’s about using the right tool for the moment.