Feature
Live support, in the same widget
Support does not need a second product. The same widget your visitors use to talk to each other is the one they use to talk to you — they just pick a person instead of a room.
Routed to whoever is free
Promote any member to operator from the dashboard. An incoming request goes to the next available one rather than to a queue nobody owns.
Out of hours is not a dead end
When nobody is online the widget asks for an email address and a message instead of pretending to be available, and the conversation continues by email.
You can see who you are talking to
The operator sees which page the visitor is on and how they arrived, so the first reply can be about their actual problem.
How it works
Turning the room into a desk
Promote somebody to operator
One change in the dashboard. An operator is a member with a different grade, not a separate account with a separate login, so the person answering questions is the one your regulars already recognise from the room.
A visitor picks a person instead of a room
The same widget lists whoever is available alongside the rooms. There is no second launcher to find, and nothing that looks like a form.
It goes to whoever is free
Not to a queue nobody owns. Where several operators are online the least busy one gets it, counted by conversations actually open rather than by who logged in first.
Out of hours it takes a message
With no operator online the widget asks for an email address and a question rather than showing a closed sign, and it reaches you by email with the page they were on attached.
Questions
- Is this a helpdesk with tickets and statuses?
- No, and deliberately. It is a conversation that stays in the same widget as the room. If you need SLAs, assignment rules and a queue you can report on, a dedicated helpdesk does that better. What this does is stop a regular in your chat becoming a stranger in a ticket queue the moment they have a question.
- How many operators can I have?
- It depends on the plan, from one on the entry tiers upwards. An operator is a grade on a member you already have rather than a seat bought separately, so promoting somebody does not create an account or change what you pay until you cross the plan limit.
- Can operators answer from a phone?
- Yes. The operator side works on a phone, not only the visitor side, which is what makes evening and weekend cover possible without somebody sitting at a desk.
- What does an operator see about the visitor?
- Which page they are on and how they arrived, so the first reply can be about the actual problem rather than three messages spent establishing it. On plans that include visitor monitoring you also see people who are on the site and have not said anything yet.
Put a chat on your site this afternoon
One script tag before the closing body tag. Fourteen days free, and no card until you decide.