Add the chat widget on any webpage
The window colour, position and various messages and window titles during the various stages of the chat can be customized
For the visitors side, the chat widget is automatically optimized.
Admins can set the business hours during which agents will be available to chat with visitors.
Assign chat automatically to agents based on a threshold value to ensure agents aren't overwhelmed.
Set the maximum number of visitors the agent can chat with simultaneously.When the load is maxed out,the chat becomes a missed chat.
Collects information before a chat session begins to give the agent more context about the visitor.
The Missed Chat form helps collect information about the website visitors when none of the agents are available to attend the chat.
Initiate chat with visitors proactively. Example if they have been active on a particular page for too long, can proactively ask them if they need help
A full list of new and returning visitors to the site is displayed in the visitor dashboard.Agents can initiate a chat based on page,time spent or country. This list is accessible from the chat widget in the main dashboard or the chat bar on the bottom left of the screen.
Admins can monitor agent availibility and status with this feature. This feature helps the admin plan and monitor the chat queue better.
An agent can indicate their availability by clicking on the chat bubble next to their profile picture on the top right corner of the support portal (Green when available). When the agent is away from the desk, can click again on the chat bar to indicate they are not available (Grey). No new chats will be assigned to the agent if the status is set to not available.
Displays the last 5 chats of the agent
All the chat transcripts of the support portal can be accessed here.
The convert to a ticket option appears when the chat is ended.If you would like to troubleshoot the issue then the chat can be converted into a ticket and the customer can be updated about the state of the issue periodically.