Take over from the assistant, in the same thread.
Web chats arrive in your Web inbox as sessions you can claim. The assistant has usually answered already, and when somebody wants a person, your team carries on in the same conversation without the visitor repeating themselves.
The assistant handled the question about delivery. The moment they ask for a real quote, somebody claims it and carries on in the same thread.
The queue
Every live session, in the inbox your team already uses.
Not a separate chat console somebody has to keep open. Web chats sit in the Web inbox beside the email, with the same claim, snooze and close everything else uses.
Hi, we are looking at the modular racking for a warehouse in Sharjah. Can you deliver and install, and roughly what would a hundred bays cost?
Yes, we deliver and install across the UAE, and installation is quoted separately from the racking itself. For a hundred bays somebody from the team should give you a real figure rather than a range. Would you like them to call you?
Thanks. Can somebody call me about the quote?
You can see the page they were reading when they asked.
Who they are, before they tell you.
The page they were on, the campaign that brought them there, when the session started and how long they have been reading. Somebody asking about delivery from the racking page is a different conversation from the same question asked on the homepage.
On the visitor panel
- The pageAnd the campaign that sent them to it
- The sessionWhen it started, and when they were last active
- Which widgetIf you run more than one site
- The deviceSo a broken page on a phone is obvious
The visitor never starts again.
The assistant answers what it can and your team takes the rest. Claiming a session picks up the same thread, with everything already said in it, so nobody asks the customer to explain themselves twice.
When you claim one
- The whole transcriptIncluding what the assistant answered
- Marked as yoursSo two people never reply to the same visitor
- Same threadThe visitor sees a conversation, not a transfer
It stays on the record when they become a customer.
Link the conversation to a contact or a deal and what they asked before buying is on the account for good. The question that closed the sale is still readable a year later.
Once it is closed
- KeptSearchable with everything else on the account
- LinkedTo the contact or the deal it turned into
- Reopened if they come backRather than starting a second history