Web chats

Web chats

Forget about using outside service for handling chat requests, and bring all your communication with customers together into one fully functional VoIPTime Contact Center solution instead.

Configured Web Widget

Set up Web Widget on your website and start processing customer requests. The Web Widget resides on a separate Widget Server where you can choose the version to build the Web Widget. By doing this, you can easily change the layout of the Web Widget and its functionality. This makes it possible to create custom widgets for separate Chat Servers and websites.

Fig. Web Widget

Fig. Web Widget

Confidential online chat with clients

All conversation history with authorized clients is saved on the separate Chat Server. It can be physically located on internal or external servers of your company which ensures full data confidentiality.

Chat with the authorized client

Operators handle inbound requests made by guests, i.e. unauthorized website visitors, or authorized users. The authorized user is able to review the history of received and sent messages, while the chat with the guest account allows saving chat history within current open chat session.

The operator is also able to see the attached script of a chat session and mark the answers of a client in the questionnaire or review knowledgebase. This makes it possible to improve the quality of counselling services provided by the operator in the web chat, and to accelerate newcomer onboarding.

Fig. Chat with the authorized client.

Fig. Chat with the authorized client

Editing sent messages

The operator can edit a message sent in the chat by right-clicking this message.

Initiating chat from operator side

The system of monitoring online website users allows the operator to receive a notification when the client is online. By clicking on this notification, he can review a client card and initiate a chat session. To do this, the operator must go to "Contacts-Web chat" tab and click on "Start chat" button.

Fig. The start of the chat session with a client.

Fig. The start of the chat session with a client.

Operators (or the user with the respective rights) are also able to initiate an active chat session with a client / selected clients from "Clients-Contacts" tab. To do this, one must click the tickbox for the client/selected clients you would like to chat with, who are online, and click the "Start chat" list option (the chat with selected clients will be displayed to the operator). This allows chatting with several clients concurrently, thus saving time which was previously spent on initiating individual chat sessions.

Fig. The start of the chat session with several clients concurrently.

Fig. The start of the chat session with several clients concurrently.

Chat forwarding

Operators can forward their live chat session to another available operator in case more professional consultation is required. By doing this, the second operator will be able to continue chatting, and will see all conversation history.

Sending chat history to the client via email

This is a landmark feature allowing clients (after finishing the chat session) to leave their email address and receive the email with their chat history attached. Thus, it would be possible for your clients to retain valuable information they were given during the chat session. An email message template is easily configurable, and can perform additional actions.

Sending files in a chat session

Operators and clients can exchange files in a chat session. This greatly simplifies the interaction with the client in case the latter must send, for instance, scanned documents, completed forms, etc.

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