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