A comprehensive panel where chat agents can view, manage and attend to all incoming chats. It also gives them access to chat transcripts, email setup, canned messages and visitor insights.
Pre-chat questionnaires can be added to gather relevant information to help route chats more efficiently. Typical questions include type of inquiry, name, number and email address. Questions can be customized as per your requirements.
A set of pre-defined responses are developed to help agents respond to frequently asked questions without having to type out redundant answers each time.
Chat agents can save frequently used messages in a separate folder which is readily available to them during all chats in their system. An agent can also color code the messages for better visibility and to improve the response time.
A quality control team can jump in to help chat agents in real-time when they are stuck during a customer service interaction to ensure the service quality is not compromised, without the customer having any knowledge of it. Chat agents can buzz the QC team whenever they feel the need for assistance.
Chat Transfer enables you to set preconditions on how to distribute chats on your website.
Transcripts of all chat conversations are stored by default and can be searched by date, agent, location and keywords as required.
Our technology allows you to utilize the chat block feature in three ways: Block Chat: Used to temporarily block non-serious website visitors from sending messages over live chat. Do-Not-Disturb Chat: If a website visitor doesn’t want to be greeted every time he/she visits the website, we can simply change their status to DND and they will not get the chat pop-up again. Permanent Block: We can block specific IP’s so that the chat will not work on any system using that particular IP address.
A chat agent has the ability to email the concerned department with a transcript form which is auto-filled as the visitor gives their details such as their name, phone, email and other important information.
Chat agents can easily email the entire chat conversation just by pressing the Email Chat button.
Chat agents can add their Notes to any chat transcript for future references. This makes it easy to filter through hundreds of chats and follow up.
In case a visitor is facing problems, clicking on Connectivity Status will update him/her about the LiveAdmins service Connectivity Status.
Through Message Alerts, sound notifications, pop-up banner notifications and other system notifications can be configured for your convenience.
This module helps chat agents learn how to use our live chat software by watching instructional videos that guide them step-by-step on how to operate the software.