💬 Live Chat Support
Built-in chat support system for your customers. Agents can monitor sessions, respond to messages, and resolve issues in real-time.
Overview
Chat Support provides:
- Real-time visitor chat sessions
- Agent assignment and management
- Chat history and analytics
- Customer satisfaction ratings
- Multi-agent support
📦 Plan Requirement
Live Chat Support is available in Scale plan with Priority Support feature enabled.
Features
Visitor Chat Sessions
Track customer conversations:
- Session status (waiting, assigned, active, resolved)
- Visitor location on world map
- Session metadata (browser, location, page)
- Message history
- AI confidence scores
Agent Dashboard
Manage all chat sessions:
- View waiting customers
- Assign chats to agents
- Filter by status
- Real-time message updates
- Quick actions (resolve, transfer)
Mini Chat Widget
Agent interface for responding:
- Real-time messaging
- Message delivery status
- Typing indicators
- Quick replies
- File attachments (pro)
Visitor Map View
See where your visitors are chatting from:
- Interactive world map
- Real-time visitor markers
- Filter by status
- Click marker to view details
- Color-coded by status
Status Colors
- 🟡 Waiting for Agent: New chat request
- 🔵 Agent Assigned: Agent assigned but not active
- 🟢 Active Chat: Conversation in progress
- ⚪ Resolved: Chat completed
Chat Workflow
1. Visitor Initiates Chat
- Visitor clicks chat icon on your website
- Session created with "waiting_for_agent" status
- Appears on agent dashboard
- Agent receives notification
2. Agent Assignment
- Agent views waiting chats
- Clicks "Assign to Me"
- Status changes to "assigned_to_agent"
- Agent opens mini chat widget
3. Active Conversation
- Agent sends first message
- Status changes to "active_chat"
- Real-time message exchange
- AI assists with suggestions
4. Resolution
- Agent clicks "Resolve Chat"
- Visitor receives rating prompt
- Visitor rates experience (1-5 stars)
- Optional feedback text
- Chat archived with rating
Resolved Chats Dashboard
Review completed conversations:
- Filter by date range
- Filter by rating
- Search by visitor or agent
- Export chat transcripts
- View analytics
Chat Analytics
Track support performance:
- Total chats handled
- Average response time
- Average resolution time
- Customer satisfaction score
- Chats per agent
- Peak chat hours
Rating System
Visitor Ratings
After chat resolution, visitors can:
- Rate experience (1-5 stars)
- Provide written feedback
- Submit anonymously
Rating Display
Agents see ratings in resolved chats:
- Star rating (1-5)
- Feedback text
- Timestamp
- Average ratings per agent
System Admin Features
Access Control
Only system admins can:
- View chat support dashboard
- Assign chats to agents
- Resolve chats
- View all chat history
- Access analytics
Configuration
Admins can configure:
- Auto-assignment rules
- Response time targets
- Working hours
- Automated responses
- Widget appearance
Best Practices
- Respond Quickly: Assign chats within 1-2 minutes
- Be Professional: Maintain friendly, helpful tone
- Use AI Suggestions: Leverage AI-powered responses
- Document Solutions: Add notes for future reference
- Follow Up: Check if issue is fully resolved
- Monitor Ratings: Learn from low-rated chats
⚠️ Response Time Matters
Visitors expect quick responses. Aim to reply within 2-3 minutes for active chats to maintain satisfaction.
Permissions
Required for chat support:
- System Admin role
- Priority Support feature in subscription