Solutions

Live chat and its functionality for clients

Sneha Joshi Jun-9th, 2021 12:36 0 0

Client interface of Live chat

When a client has queries that require to be answered or doubts that need clarification, he can always log on to the client portal and connect with the company representatives. He can post a query which will be raised as a ticket on the staff portal and it will be assigned to a staff member who in turn will try to resolve it to the best of his knowledge. If the client is not satisfied with the solution provided, he can escalate the issue to the higher authority.

Prechat form:

A prechat form gathers all the prerequisite details of the client before initiating the chat. If you have enabled a prechat form from the staff portal, on accessing the live chat widget, the client will see a list of fields that require to be filled. These fields assist with collecting additional information about the client in order to resolve his queries efficiently.

Options in ongoing chat


When a chat is initiated, the client can perform the following tasks:

Update details: A prechat form collects the basic details of the client before the chat commences. These details are required for effective query resolution of the client. After the chat is initiated, the client can go back and update his details submitted on the prechat form. In this way they can modify the details and provide the staff proper information.


Rate this chat: The client may also give a rating based feedback to the chat. This rating can be star based or smiley based rating depending upon what you have set from the admin portal.

End chat: The client may choose to end the ongoing chat. When the client chooses to end the chat, the system will automatically create an incident and provide the client with some options. The client can also append the conversation to a ticket as a post. If the client has previously submitted a ticket in the system, the system will suggest it for appending the chat. The client may also choose to create a new incident altogether.

When the chat is ended and a ticket is generated in the system, the client can also receive a copy of the chat on his email address like an incident if you select to send email. You may also choose to append this conversation as a post to an incident submitted by this client previously.

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