Keep your team organized, not overwhelmed

We understand that talking to customers in realtime requires time and attention. The last thing we want is for chat to feel like too much. So we've built a number of features designed to keep your live chat agents aligned and feeling fine.

graphic showing a 24-hour example chat schedule with different teams of agents and a period of offline time graphic showing a 24-hour example chat schedule with different teams of agents and a period of offline time

Real-time agent activity reports

Quickly see each agent's volume and rating, and make more informed decisions about staffing.

Only as many chats as you want

Sometimes things get busy unexpectedly on chat. Setting a limit on the number of chats your agents can be in at one time means they'll be set to away when they hit that limit.

Assigning chats to open agents

We offer two types of chat routing: Round-robin, where each new chat gets assigned to the next available agent; and All Agents, where each chat remains open until an agent responds to it.

Canned messages improve efficiency

While we suggest you use them sparingly and try to be human in your responses, our Shortcuts feature gives you the ability to build canned responses, a.k.a. live chat macros.

illustration of Olark's shortcuts feature, which allows operators to save and automatically expand commonly used text strings

Ready to try it free?