Concurrent chats

Concurrent chats

WhosOn makes it easy to help multiple customers at once. Unlike a telephone call, where you can only speak to one person at a time, live chat allows you to balance several concurrent chats.

Handling two or more concurrent chats help your agents get more done across their working day. They can speed up service, whizz through queues, and multi-task efficiently. With concurrent chats:

  • Agents can serve several customers simultaneously, based on training and chat complexity
  • You can specify a maximum number of concurrent sessions, to ensure service quality
  • These maximums can be changed for each agent, to accommodate individual skillsets
  • Once the agent’s concurrent chats limit is hit, their status will auto-change to “Busy”
  • They’ll receive no further chat requests until one of their sessions is closed

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