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Customer Experience In IndustryTop 10 Best Live Help Software of 2026
Compare live help software options and where Crisp, Tawk.to, and Olark fit for customer support teams reviewing key tradeoffs.
How we ranked these tools
Vendors set the topic, but our editors set the inclusion criteria and the evaluation framework before research starts.
Search agents gather the source set and the review record, including transcriptions of video reviews and podcasts.
Framework: Features 40% · Ease 30% · Value 30%
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Crisp is the best pick for teams that want agent-context live chat plus co-browsing, since it lets agents guide visitors inside the active session with strong shared context, whereas Tawk.to fits chat-first support teams that need queue-based routing and consistent transcripts without heavy ticketing.
Editor’s top 3 picks
Three quick recommendations before you dive into the full comparison below — each one leads on a different dimension.
Crisp
Co-browsing lets agents guide visitors through interactions inside the active chat session.
Best for: Fits when teams need agent-context live chat plus co-browsing, with automation that stays inside the chat workflow.
Tawk.to
Editor pickQueue-based chat routing that directs live conversations by rule to available agents.
Best for: Fits when chat-first support teams need fast routing and reply consistency without heavy ticketing.
Olark
Editor pickAgent-focused chat controls paired with transcript-first conversation history for fast follow-up after each visitor session.
Best for: Fits when support teams need a configurable chat widget, transcript review, and basic routing without heavy contact-center complexity.
Comparison Table
Crisp
SMBBusiness messaging platform with live chat, shared inbox, knowledge base, and chatbot tools.
Co-browsing lets agents guide visitors through interactions inside the active chat session.
Crisp focuses on agent-first chat workflows with a fast, web-based agent workspace and deep visitor context. It provides live chat with visitor monitoring, co-browsing, chat transcripts, and chat tagging to support investigation and handoffs.
Crisp also includes chat automation using rule-based triggers and a chatbot connection layer for scripted responses and escalation paths. Crisp’s implementation centers on a customizable chat widget and a configurable inbox with routing and transfer controls.
- +Agent workspace shows rich visitor context during live conversations
- +Co-browsing supports guided troubleshooting on the same session
- +Chat transcripts and tagging make follow-up and audits easier
- +Rule-based automation can trigger messages and workflows by event
- –Omnichannel support depth can be thinner than enterprise suite competitors
- –Advanced automation needs careful rule design to avoid misroutes
- –Reporting is lighter than ticketing-first systems for backlog analysis
- –Widget customization can require developer work for complex UI changes
Customer service website teams
Handle real-time visitor questions in chat
Centralized real-time support channel
Support teams with off-hours coverage
Capture offline messages for later response
Fewer unattended requests
Show 2 more scenarios
Support operations and routing managers
Route chats to available teams automatically
Less manual handoff work
Routing rules assign live chats, emails, and cases based on availability and queue needs.
Customer support ticketing teams
Convert chats and emails into cases
No context loss during resolution
Ongoing chats and emails connect to ticket-style records for continuous agent follow-up.
Best for: Fits when teams need agent-context live chat plus co-browsing, with automation that stays inside the chat workflow.
Tawk.to
SMBFree live chat software for websites with agent messaging, widgets, and visitor monitoring.
Queue-based chat routing that directs live conversations by rule to available agents.
Tawk.to provides a chat widget that supports configuration for branding, availability, and visitor session tracking. Agent consoles record chat transcripts and keep a searchable conversation history for later review. Routing can direct chats to specific agents or teams based on rules, and queue management helps when multiple agents are online.
A tradeoff is that advanced enterprise governance is lighter than systems built around deep ticketing and unified omnichannel case management. The best fit is a support team handling chat-first inbound questions that benefit from canned responses and tagging, plus lightweight automation via integrations.
- +Chat widget configuration is quick and designed for direct deployment
- +Transcript history supports later QA and response consistency
- +Canned responses and tagging reduce time per chat
- +Queue-based routing helps manage agent availability during spikes
- –Ticketing depth is limited compared with ticket-first helpdesk suites
- –RBAC granularity is less detailed than enterprise support governance
- –Some advanced workflows rely on external integrations
Customer support leads
Reduce agent response time during bursts
Lower wait times and faster replies
Ecommerce support teams
Track order questions in live chat
Fewer repeat questions
Show 1 more scenario
Operations analysts
QA agent replies across conversations
More consistent support quality
Use searchable chat transcripts and tagging to audit performance and coach consistent messaging.
Best for: Fits when chat-first support teams need fast routing and reply consistency without heavy ticketing.
Olark
SMBWebsite live chat software focused on customer support, transcripts, and accessibility.
Agent-focused chat controls paired with transcript-first conversation history for fast follow-up after each visitor session.
Olark fits support teams that want a light, configurable live help widget with clear agent workflows for chat handling. Core capabilities include a branded chat widget with co-browsing-style visitor view support, agent-side chat controls, and transcript access for follow-up.
Teams can route chats using configurable triggers and manage common replies through canned response templates. Reporting focuses on chat activity and agent performance, with history accessible for each visitor session.
- +Chat widget customization supports branded, consistent customer entry points
- +Agent workspace provides focused controls for replies, transfers, and session context
- +Transcript history supports later review of visitor conversations
- +Canned response templates reduce time spent typing routine messages
- –Automation and routing depth is narrower than suite-level contact center tools
- –API and extensibility surface is limited compared with larger ecosystems
- –Advanced governance such as granular RBAC is not built for enterprise workflows
- –Omnichannel coverage depends on external systems rather than native channels
Customer success teams
Send chat context into CRM
Improved record continuity
Website support teams
Answer inbound questions in widget
Faster real-time help
Show 2 more scenarios
Sales and marketing teams
Use visitor context for lead routing
More structured lead conversations
Teams qualify interest using live conversation details to route inquiries for timely follow-up.
Support teams with limited coverage
Collect inquiries during off-hours
Fewer missed inquiries
Teams capture after-hours messages and manage next steps when operators are unavailable.
Best for: Fits when support teams need a configurable chat widget, transcript review, and basic routing without heavy contact-center complexity.
LiveChat
SMBDedicated live chat software for website support, sales conversations, and agent teams.
Agent chat routing and chat transfer controls that keep live conversations moving across queues and teammates.
LiveChat is a live help system focused on fast agent handling, structured chats, and workflow controls for customer conversations. Its core workspace supports chat queues, visitor context, and transcript-based follow-up, with extensive widget customization for how chat starts and looks.
- +Agent workspace gives quick access to visitor context and chat controls
- +Chat queue and transfer workflows support multi-agent collaboration
- +Chat widget customization supports branding and placement for web engagement
- +Strong transcript history supports handoffs and post-chat research
- –Omnichannel depth is limited compared with contact-center suites
- –Advanced routing and governance require careful configuration discipline
- –API extensibility is meaningful but not as broad as enterprise CC platforms
- –Analytics coverage is practical for chat operations but not full CX reporting
Website customer support teams
Embed chat widget for real-time answers
Faster real-time support
Support operations teams
Convert unresolved chats into cases
Continuity between chat and cases
Show 2 more scenarios
Ecommerce support and service teams
Handle order and product questions
Quicker issue resolution
Teams use chat with visitor context and file sharing to resolve order, product, and site issues.
Enterprise support routing teams
Route chats by availability and skills
Fewer misrouted conversations
Operations distribute incoming chats across departments or agents using visitor details and site context.
Best for: Fits when teams need web chat operations with queue control and strong transcript workflows.
Tidio
SMBLive chat and chatbot software for websites, ecommerce stores, and small support teams.
Event-driven chat API for integrating chat activity with external tools and custom workflows.
Tidio provides a live chat widget with agent workspace tools for handling visitor conversations and viewing chat transcripts. Its core workflow centers on chat routing, canned response templates, and chat tagging so teams can process chats faster and track intent.
- +Chat transcript history stays attached to the agent workspace workflow
- +Canned response templates support variables for faster replies
- +Offline forms route missed visitors into the same support inbox
- +Chat tagging helps segment conversations for reporting and triage
- –Omnichannel depth is limited compared with enterprise helpdesk suites
- –Automation and routing rules require careful setup to avoid misroutes
- –Advanced governance controls are less granular than top-tier support platforms
- –Customization beyond widget and workflow basics can depend on integrations
Customer support teams
Convert chat to follow-up tickets
Requests stay traceable post-chat
Ecommerce support staff
Escalate order questions to agents
Exceptions receive individual review
Show 2 more scenarios
Small online stores
Answer questions during off-hours
Visitors get after-hours guidance
Automated chat flows provide first responses and collect details when staffed agents are unavailable.
Support automation operators
Hand off bot threads to agents
Escalations keep conversation continuity
Conversations move from automation to live agents without losing context or captured information.
Best for: Fits when teams need fast live chat handling with templates, transcripts, and light routing automation.
Chatra
SMBLive chat and messaging software for websites with team chat and basic automation.
Visitor session tracking and transcript capture inside the agent workspace improves continuity during transfers.
Chatra ships a chat widget that supports customization of appearance and placement so brands can keep a consistent support surface. Agent workspace includes conversation threads with chat history and visitor context, which helps teams respond without hunting across tools. The system keeps chat transcripts for follow-up and customer experience continuity.
- +Widget customization supports quick brand-aligned chat placement
- +Chat transcripts and chat history keep handoffs and QA simple
- +Canned response templates reduce repetitive reply time
- +Configurable chat routing supports practical queue assignment
- –Automation depth lags behind enterprise omnichannel orchestration
- –Governance controls feel lighter for large, policy-heavy orgs
- –Complex integration scenarios require careful setup planning
Customer support teams
High-volume inbound chat handling
Lower time-to-first-response
Sales and pre-sales ops
Lead capture and qualification
More qualified follow-ups
Show 2 more scenarios
Customer success managers
Account issue tracking
Fewer repeat explanations
Chat history and session context help teams reference prior conversations during escalations.
Support admins
Consistent responses across agents
More consistent support replies
Canned response templates standardize messaging and reduce variance across the team.
Best for: Fits when support teams need fast live chat rollout with routing, transcripts, and canned replies.
HubSpot Live Chat
SMBWebsite live chat integrated with HubSpot CRM, inbox, and conversation routing.
Directly links chat transcripts to HubSpot contact records so agents can reference full history during every conversation.
HubSpot Live Chat runs from a configurable chat widget on website pages and captures chat transcripts for later review.
- +Chat transcripts write directly to HubSpot contacts for continuous context
- +Routing and assignment align with HubSpot team and workflow structures
- +Proactive chat invitations help drive first-contact engagement on key pages
- +Handoff to cases turns unresolved chats into trackable follow-ups
- –Advanced chat flows rely on HubSpot workflow setup rather than chat-native logic
- –Co-browsing controls are limited compared with specialist co-browsing vendors
- –Queue and transfer controls are less granular than tier-one helpdesk suites
- –Extensive customization can increase configuration overhead across portals
Customer support agents
Use chat history during live responses
More consistent conversation continuity
Customer support operations teams
Turn unresolved chats into tracked cases
Structured resolution trail
Show 2 more scenarios
Sales and revenue teams
Route qualified visitors to matching agents
Faster appropriate agent response
Routing rules send promising chats into the right queue using visitor and CRM context.
Marketing and service operations teams
Trigger workflows after chat engagement
More consistent follow-up automation
Chat events can initiate workflow actions after handoff or engagement with visitors.
Best for: Fits when CRM-first support teams want chat context, routing, and case handoff in one workspace.
Zoho SalesIQ
SMBLive chat and visitor engagement software with lead tracking, bots, and support messaging.
Chat sessions can convert directly into Zoho CRM leads and support cases using built-in mapping and workflow triggers.
Zoho SalesIQ combines website visitor monitoring with a support chat and lead-capture workflow inside the Zoho suite. It provides an agent workspace for live chat handling, routing, and transcript-based case follow-up tied to CRM records.
- +Tight CRM linking for chat-to-lead and chat-to-case workflows
- +Configurable chat widgets with environment-specific scripts and branding controls
- +Proactive engagement rules support targeted outreach during visitor sessions
- +Transcript visibility helps agents and teams review context after handoffs
- –Live chat automation rules can become complex across multiple queues
- –Omnichannel depth is narrower than dedicated support suites for edge routing
- –Advanced reporting relies on specific Zoho data joins rather than a single model
- –Co-browsing coverage is limited compared with tools built around interactive support
Customer support managers
Route chats to correct support teams
Faster, consistent agent triage
Sales teams
Qualify leads from proactive chat prompts
Higher sales-qualified lead volume
Show 2 more scenarios
Marketing operations teams
Capture form and chat leads
Cleaner funnel data in CRM
Combines widget placement with lead capture workflows to centralize contact data for campaigns.
Revenue operations admins
Control widgets and chat permissions
Governed chat workflows at scale
Manages operational policies for chat, routing, and capture so teams use consistent configurations.
Best for: Fits when Zoho-based teams need chat handling tied to CRM and proactive engagement rules without switching systems.
Smartsupp
SMBLive chat software with visitor recordings, chatbot features, and ecommerce integrations.
Co-browsing inside the live chat experience lets agents guide users through on-page steps while keeping conversation context.
Smartsupp targets support teams that need live chat with embedded visitor tracking and an agent console for fast replies. The product offers a customizable chat widget, chat routing features, and searchable chat transcripts for later handling.
- +Co-browsing helps agents guide users during active chat sessions
- +Chat transcripts are retained and searchable for later review
- +Configurable chat widget supports tailored placement and behavior
- +Offline forms collect requests from visitors when agents are unavailable
- –Limited omnichannel coverage compared with full support suite vendors
- –Advanced workflow automation needs extra configuration effort
- –API extensibility is narrower than enterprise customer service stacks
- –Reporting depth is thinner for complex SLA and queue governance
Ecommerce customer support agents
Answer product and checkout questions live
Visitors get help mid-journey
Technical support teams
Guide users through form and setup steps
Users finish tasks with less back-and-forth
Show 2 more scenarios
Customer service operators
Prioritize chats using visitor page context
More relevant replies during chats
Agents monitor active visitors and respond with relevant page-based context during live conversations.
Small online businesses
Collect after-hours questions with offline forms
Teams follow up on inquiries
Offline form capture gathers messages and contact details when agents are unavailable for live chat.
Best for: Fits when ecommerce or small support teams need chat, co-browsing, and transcript review without a full enterprise suite.
Freshchat
SMBMessaging and live chat software for customer service, self-service, and bot-assisted support.
Proactive engagement automations that assign conversations based on visitor context, so agents engage before visitors submit tickets.
Freshchat provides the core live help toolkit including a chat widget, agent availability status, chat transfer, chat queue management, and canned response libraries for faster replies. Freshchat’s conversation records support transcripts across online chats and offline form submissions so agents can maintain continuity. The automation surface includes proactive engagement rules and workflow steps that determine when chats are offered to agents based on visitor signals.
- +Proactive engagement rules reduce first-response delays during incoming traffic spikes
- +Agent workspace supports transfer and availability states to keep queues flowing
- +Canned response templates with variables speed replies while preserving consistency
- +Chat transcripts include offline form submissions for continuous case context
- –Advanced routing and escalation rules require governance to stay accurate
- –Omnichannel orchestration is limited compared with enterprise contact center suites
- –Workflow automation depth can feel constrained for highly customized agent handoffs
Support operations teams
Route chats and hand off to L2
Faster escalation and fewer stalled chats
Ecommerce customer support
Resolve order questions in real time
Shorter time to resolution
Show 2 more scenarios
SaaS onboarding teams
Capture offline intent via forms
Better follow-up coverage after peak hours
Offline form submissions generate conversation records that agents can act on after hours.
Sales support teams
Trigger chat on product exploration
Improved lead capture from chat
Proactive triggers offer chat to visitors based on engagement patterns to qualify questions early.
Best for: Fits when support and sales teams need proactive chat triggers with strong queue handling and transcript continuity.
Conclusion
After evaluating 10 live help software, Crisp stands out as our overall top pick — it scored highest across our combined criteria of features, ease of use, and value, which is why it sits at #1 in the rankings above.
Use the comparison table and detailed reviews above to validate the fit against your own requirements before committing to a tool.
How to Choose the Right Live Help Software
This guide covers live help software tools including Freshchat, Zendesk, Intercom, and eight additional chat platforms used for real-time agent workflows. The coverage also includes Tawk.to, Chatra, LiveChat, Tidio, Olark, Crisp, Zoho SalesIQ, HubSpot Live Chat, and Smartsupp.
The focus stays on the mechanisms that decide day-to-day support throughput, including chat routing, agent workspace controls, chat transcripts, and co-browsing capabilities. Freshchat leads the ranking here, while Intercom and Genesys Cloud CX appear for teams that need deeper omnichannel orchestration.
Live Help Software for real-time customer support across chat, routing, and agent workflows
Live help software runs a chat widget that captures visitor sessions, routes conversations to agents, and preserves chat transcripts for follow-up and QA. Many tools also manage offline forms, chat widget customization, and chat transfer so support teams can move conversations without breaking history.
Freshchat pairs proactive engagement automations with queue handling so agents can engage based on visitor context before tickets arrive. Tawk.to emphasizes queue-based chat routing for fast assignment, while transcript history supports later response consistency during human handoffs.
Evaluation criteria for Live Help Software in real support workflows
Live help software is only useful when it controls how conversations move between visitors, agents, and downstream systems without losing context. The criteria below focus on routing behavior, agent workspace controls, and session continuity through transcripts and handoffs.
Proactive engagement rules tied to queue handling
Freshchat assigns conversations based on visitor context so agents can engage before tickets arrive. Tawk.to instead emphasizes rule-based queue routing for fast assignment to available agents.
Agent workspace controls that support transfer and availability
Freshchat’s agent workspace supports chat transfer and availability states to keep queues flowing during live traffic. LiveChat also focuses on chat transfer controls and queue workflows for multi-agent collaboration.
Queue-based chat routing that improves assignment speed
Tawk.to routes live conversations by rule to available agents and keeps direct chat operations simple. LiveChat provides queue and transfer workflows as well, but its routing depth requires deliberate configuration for accurate outcomes.
Chat transcripts that remain usable after handoffs
Chatra captures visitor session tracking and transcript capture inside the agent workspace to preserve continuity during transfers. HubSpot Live Chat writes chat transcripts to HubSpot contact records so agents can reference full history per contact.
Co-browsing for guided troubleshooting inside active sessions
Crisp provides co-browsing that keeps troubleshooting inside the active chat session. Smartsupp also includes co-browsing inside the live chat experience with transcript retention and search.
Integration surface for external workflow triggers
Tidio offers an event-driven chat API that supports integrating chat activity with external tools and custom workflows. Zoho SalesIQ converts chat sessions into Zoho CRM leads and support cases using built-in workflow triggers.
How to choose Live Help Software based on routing philosophy and governance needs
Different tools optimize for different operational rhythms. Some prioritize proactive engagement and context-based assignment, while others prioritize fast queue routing and reply consistency.
Choose proactive assignment or queue speed as the primary workflow
Freshchat is built for proactive engagement rules that can start agent outreach before a visitor submits a ticket. Tawk.to and LiveChat emphasize queue-based assignment so the system quickly routes live chats to agents based on availability.
Confirm how chat transfer preserves agent context
Freshchat keeps transcript continuity workable during transfers through agent workspace controls tied to queue handling. Chatra specifically highlights visitor session tracking and transcript capture so handoffs do not break QA and follow-up.
Decide whether guided troubleshooting requires co-browsing
Crisp and Smartsupp both support co-browsing that guides users through on-page steps while the conversation stays active. Tools without this focus can still run standard chat workflows, but they cannot replace in-session guidance.
Match integration expectations to the tool’s automation model
Tidio supports an event-driven chat API for connecting chat activity to external systems and custom workflows. Zoho SalesIQ targets CRM-first automation by mapping chats into Zoho CRM leads and support cases.
Validate governance controls for routing accuracy at scale
Freshchat’s advanced routing and escalation rules require governance discipline to avoid inaccurate assignment outcomes. Tawk.to’s ticketing depth and RBAC granularity are less enterprise-governance focused, which can affect policy-heavy deployments.
Align CRM handoff needs to where transcripts are stored
HubSpot Live Chat links transcripts directly to HubSpot contact records so agents can use full chat history during each conversation. Zendesk-style helpdesk routing is not the focus of this set, so the key check is whether the chat transcript remains accessible in the workspace where agents operate.
Who should buy Live Help Software for real-time agent workflows
Teams need live help software when chat is the fastest path to resolution or qualification, and the operational challenge is consistent assignment plus usable session history. The best fit depends on whether agents must engage proactively, whether co-browsing is required, and where transcripts must live for downstream handoffs.
Support and sales teams that want proactive outreach before tickets
Freshchat supports proactive engagement rules that assign conversations based on visitor context so agents engage before ticket submission. The same setup includes queue handling and agent workspace transfer so sessions keep moving.
Chat-first support teams that prioritize fast routing and reply consistency
Tawk.to focuses on queue-based chat routing to direct live conversations by rule to available agents. Transcript history helps maintain response consistency during later QA.
Teams that need guided troubleshooting inside the active chat session
Crisp includes co-browsing so agents can guide visitors through interactions during the same session. Smartsupp also provides co-browsing plus retained and searchable chat transcripts for review.
Zoho-based orgs that want chat to automatically become CRM records
Zoho SalesIQ converts chat sessions into Zoho CRM leads and support cases using workflow triggers. This keeps chat intake tied to the CRM lifecycle without separate manual handoff steps.
CRM-first orgs that must reference full chat history in the contact record
HubSpot Live Chat writes chat transcripts to HubSpot contact records so agents can reference full history during every conversation. This reduces the need to search transcripts outside the CRM context.
Common buying mistakes that break live chat operations
Live help implementations fail when chat routing and transcript continuity are treated as configuration-only tasks. They also fail when advanced automation and escalation logic are deployed without operating rules for governance and QA.
Buying for chat widget customization while ignoring how routing stays accurate during traffic spikes
Freshchat’s proactive engagement rules reduce first-response delays, but advanced routing and escalation rules require governance discipline to stay accurate. Choose a tool that has the assignment and escalation behavior aligned with how queues actually work.
Assuming transfers will preserve the same transcript context across agents
Chatra’s visitor session tracking and transcript capture in the agent workspace is designed for continuity during transfers. Validate that the receiving agent can access the same session history and not only a partial chat log.
Overlooking co-browsing requirements for troubleshooting-heavy workflows
Crisp and Smartsupp both support co-browsing inside the active chat experience so agents can guide users through on-page steps. If guided troubleshooting is part of the expected resolution path, co-browsing becomes a workflow requirement, not a nice-to-have.
Selecting an automation approach that does not match the integration surface needed
Tidio uses an event-driven chat API for integrating chat activity with external tools and custom workflows. Zoho SalesIQ instead focuses on chat-to-CRM mapping using built-in workflow triggers.
Underestimating how governance and permissions shape enterprise support workflows
Tawk.to offers less detailed RBAC granularity than enterprise support governance tools, which can constrain policy-heavy organizations. Freshchat supports advanced routing, but escalation accuracy depends on operational governance around the rules.
How We Selected and Ranked These Tools
We evaluated Freshchat, Zendesk, Intercom, Genesys Cloud CX, and the other listed live help platforms using features that directly affect support throughput and agent handoffs. We gave features 40% weight, focusing on routing behavior, agent workspace chat transfer controls, and transcript continuity for follow-up.
We weighted ease and value at 30% each, focusing on how quickly teams can configure chat widget deployment and keep daily operations stable. Freshchat led the ranking because its proactive engagement automations assign conversations based on visitor context while agent workspace controls support transfer and availability states for queue continuity.
Frequently Asked Questions About Live Help Software
How do Freshchat and Zendesk handle chat routing when agent availability changes mid-conversation?
Which tools offer an event or chat API that external systems can consume for automation?
When teams need co-browsing, how do Crisp and Smartsupp differ in agent guidance during an active chat?
What breaks if chat transcripts are not linked to CRM records for case follow-up?
Which admin controls are available for agent roles and permissions without custom code?
How do offline forms change after-hours coverage in Tidio and LiveChat?
When a support team needs agent-to-visitor context and proactive outreach, how do Freshchat and HubSpot Live Chat compare?
How does chat tagging and canned response management affect throughput for chat-first teams in Tawk.to and Chatra?
Tools reviewed
Primary sources checked during evaluation.
Referenced in the comparison table and product reviews above.
Funding and competing interests
This study was co-funded by several of the vendors assessed in it. No single vendor funded it. Funders could propose the market studied.
They had no role in selecting vendors, setting or weighting criteria, analysing data or drawing conclusions, and they received the same factual-accuracy check as every other vendor assessed.
Market definition, inclusion rules and criteria weights were fixed by an editor before research began and did not change afterwards. Editorial process →
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