Chat mood

When communicating online, it’s not always easy to pick up on shades of mood and meaning. After all, agents can’t rely on body language or vocal identifiers to understand a customer’s mood.

So, our chat mood feature has been designed to help solve that problem. WhosOn helps agents identify a customer’s sentiment quickly and easily. Here’s how chat mood works:

• Emotive words are recognised and flagged within a chat session

• WhosOn then uses this information to gauge the user’s satisfaction

• A visual mood indicator will surface, only visible to the chat agent

• Chat mood is represented in simple smiley face format for speed and ease

• This will change in real-time, reacting to the conversation as it flows