Interface where you can see all the ongoing and historical conversations handled by the bot or the agents

What is Live Chat?

It is one of the feature that allows you to have the text based conversations with the visitors visiting the company's media properties like Website, WhatsApp number or Facebook page.

Why use Live Chat?

It is a simple, yet very effective, recipe for improving both customer service and loyalty. It allows you to:
  • Personalised conversations with humans
  • Monitor conversations in real time
  • Monitoring agents
  • Proactive outreach
  • Quick response to the questions about the product or the service

What functions does a Live Chat screen offer?

There are couple of functions under live chat screen that user can use while interacting with the visitors, they are:
  • Conversation Category: This is the menu that displays the categories in which the conversation is currently in
  • Conversation List: It displays the list of conversation in a given conversation category. Multiple conversations make up the list
  • Conversation History: The screen displays the conversation history between the visitors and the bot or agent
  • Conversation Details: It is the right most section of the Live Chat screen that displays the details of the conversation
  • Labels: It allows you to group the active or historic conversations for easy future reference
  • Saved Replies: It is the collection of standard replies that an agent or you can use to quickly respond back to the visitors questions or queries
  • Service Level Agreement: It allows you to define the SLA ensuring that the commitment towards the visitors or customers is maintained
  • Related Conversation: It displays the details of historic conversation a particular visitor had with the bot or the agent
  • Filtering Conversation: Allows you to filter the conversation based on the bot, visitors, category etc..
  • Copying or Downloading Chat Transcript: Allows you to download or copy the chat transcript which can be further shared with the other stakeholders for reference