Live Chat Integration
Implement real-time chat functionality on your website for instant customer support.
Live Chat Overview
Key Features
- Real-time Messaging: Instant communication
- Chat Widget: Customizable website widget
- Queue Management: Handle multiple conversations
- Visitor Tracking: Monitor website visitors
- Chat History: Conversation logs and transcripts
Benefits
- Immediate customer assistance
- Higher conversion rates
- Reduced support costs
- Improved customer satisfaction
- Proactive customer engagement
Setup Process
1. Enable Live Chat Integration
- Navigate to Integrations > Communication
- Select Live Chat integration
- Enable the integration
- Configure basic settings
2. Widget Configuration
- Appearance: Colors, fonts, positioning
- Behavior: Auto-open, greeting messages
- Availability: Business hours, offline messages
- Branding: Logo, company information
3. Website Implementation
- Copy the provided JavaScript code
- Add code to your website's HTML
- Test widget functionality
- Configure page-specific settings
Chat Widget Features
Customization Options
Visual Design
- Color Scheme: Match your brand colors
- Widget Position: Bottom right, left, or custom
- Size Options: Compact, standard, or large
- Animation Effects: Slide, fade, or bounce
Messaging Features
- Pre-chat Form: Collect visitor information
- File Sharing: Allow document uploads
- Emoji Support: Express emotions in chat
- Typing Indicators: Show when agents are typing
Visitor Experience
Chat Initiation
- Click-to-chat button
- Proactive chat invitations
- Auto-triggered based on behavior
- Mobile-responsive design
Conversation Flow
- Visitor clicks chat widget
- Optional pre-chat form completion
- Connection to available agent
- Real-time conversation
- Chat transcript delivery
Agent Dashboard
Chat Management
- Active Chats: Current conversations
- Chat Queue: Waiting visitors
- Chat History: Previous conversations
- Visitor Information: Location, pages visited
Response Tools
- Canned Responses: Quick reply templates
- File Sharing: Send documents and images
- Screen Sharing: Visual assistance (if enabled)
- Chat Transfer: Move to another agent
Advanced Features
Proactive Chat
- Time-based Triggers: After X seconds on page
- Behavior Triggers: Exit intent, scroll depth
- Page-specific Rules: Different triggers per page
- Visitor Segmentation: Target specific audiences
Integration Capabilities
- CRM Sync: Automatic contact creation
- Analytics Integration: Track chat performance
- Helpdesk Integration: Create tickets from chats
- E-commerce Integration: Order assistance
Offline Management
- Offline Messages: Collect inquiries when unavailable
- Auto-responses: Inform about business hours
- Email Notifications: Forward offline messages
- Callback Requests: Schedule return calls
Performance Optimization
Response Time Goals
- First response: Under 30 seconds
- Average response: Under 2 minutes
- Resolution time: Context-dependent
Quality Metrics
- Customer satisfaction scores
- Chat duration analysis
- Resolution rates
- Agent performance tracking
Best Practices
Agent Training
- Quick response expectations
- Professional communication
- Multi-tasking capabilities
- Product knowledge requirements
Customer Experience
- Clear availability indicators
- Helpful greeting messages
- Efficient problem resolution
- Follow-up communication
