Use Live Chat

Live Chat enables businesses to engage website visitors efficiently. Below is a step-by-step guide on how businesses and customers interact through Live Chat.

How Visitors Initiate Live Chat

1. A visitor sees the Live Chat widget on the website and clicks to start a conversation.

2. Depending on the settings, an automated welcome message may appear (e.g., “Hi! How can we help you today?”).

3. The visitor types their query and sends a message.

4. Based on routing conditions:

   • A chatbot may provide an automated response.

   • A human agent may take over for live interaction.

How Businesses Manage Live Chat Conversations

1. Incoming chats appear in the QuickReply>Conversations page.

2. Agents can view:

   • The visitor’s page activity (where they started the chat).

   • Their previous chat history (if available).

3. Agents can respond using:

   • Quick Replies – Predefined answers for common queries.

   • Rich Media Messages – Send images, documents, or videos for better clarity.

4. If the issue remains unresolved, agents can:

   • Transfer the chat to another department or specialist.

   • Schedule a follow-up if additional assistance is needed.

Advanced Features of Live Chat

• Multi-Agent Support – Assign chats to different teams based on inquiry type.

• Chatbot Integration – Automate responses for FAQs and route to humans if needed.

• User Identification – Recognize returning customers for chat history and personalized responses.

• Away Messages – Users can drop in their and query outside working hours.

By leveraging Live Chat through QuickReply, businesses can improve customer experience, streamline interactions, and boost website conversions by offering instant, on-site assistance without requiring external messaging platforms.