Chat takeover
The chat takeover option allows a supervisor to take control of a difficult chat session – without having to wait for the agent to make a transfer request.
So, the chat session is escalated promptly and proactively. The agent gets direct support with complex chats, the supervisor gets to intervene at speed, and the customer experiences no disruption.
• Supervisors and other team members with the necessary permissions can monitor all chat sessions
• They can select an individual chat for closer monitoring – for example, if they see a poor chat mood indicator
• If the conversation requires escalation, the supervisor can opt to make a direct chat takeover
• This will work as an instant chat transfer from the agent to the supervisor, with all previous messages remaining in the chat window
• The customer will see the agent name change, but otherwise their chat session remains uninterrupted
Help desk
- Agent availability
- Backup chat routing
- Chat auto-closure
- Chat queues
- Co-browsing
- Customer chat history
- File upload
- Follow page
- In-chat payments
- Operator wrap-up
- Real-time chat translation
- Remote desktop control
- Skills based chat routing
Engagement
- Chat markdown
- Click to call back
- Dynamic chat invitations
- Dynamic fields
- Dynamic window launching
- Missed chat
- Offline messages
- Post-chat survey
- Pre-chat survey
Agent tools
- Agent experience tools
- Canned responses
- Chat alerts
- Chat preview
- Chat search
- Chat transcripts
- Concurrent chats
- Distraction-free chat
- Email and hyperlink recognition
- Filtered searches
- Internal chat
- Live chat spell checker
- Speed chat
Reporting
- Chat archiving
- Chat dashboards
- Chat sessions
- Custom reporting
- Data exports
- In-client charts
- KPI dashboards
- Live chat reports
- OData API
- Visitor list
- WhosOn Data
Analytics
- Campaign management
- Form field capture
- Live visitor tracking
- Prospect detection
- Revenue tracking
- Reverse IP lookups
- Site entry alerts
- Tailored CX
- Visitor segmentation
AI
- Auto-text
- Chat mood
- Chat summaries
- Pre-set messages
- Sentiment analysis
- Sentiment training
- Suggested response
Management
- Agent activity logs
- Agent segmentation
- Audit history
- Auto-discover
- Availability schedules
- Broadcast messages
- Chat allocation
- Chat monitoring
- Chat tags
- Chat takeover
- Chat transfers
- Multi-site management
- Performance dashboards
- Role-based permissions
- Rule-based routing
- Supervisor intervention
- Whisper messages
Customisation
- Agent avatars
- Customisable chat window
- Developer version
- Settings management
- Stacked chats
- Visitor throttling
- White-labelled chat
Multi-platform
Security
- Chat deletion
- Chat encryption
- Client security
- Data retention
- PCI / PII masking
- Profanity filter
- User blacklist
Chatbot
Integrations
Case studies
White papers
Industries
Videos
Infographics
Ebooks
Features
PortfolioArchive: Category: Management
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