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
Help desk
- Agent availability
- Backup chat routing
- Chat auto-closure
- Chat queues
- Co-browsing
- Customer chat history
- File upload
- Follow page
- In-chat payments
- Operator wrap-up
- Real-time chat translation
- Remote desktop control
- Skills based chat routing
Engagement
- Chat markdown
- Click to call back
- Dynamic chat invitations
- Dynamic fields
- Dynamic window launching
- Missed chat
- Offline messages
- Post-chat survey
- Pre-chat survey
Agent tools
- Agent experience tools
- Canned responses
- Chat alerts
- Chat preview
- Chat search
- Chat transcripts
- Concurrent chats
- Distraction-free chat
- Email and hyperlink recognition
- Filtered searches
- Internal chat
- Live chat spell checker
- Speed chat
Reporting
- Chat archiving
- Chat dashboards
- Chat sessions
- Custom reporting
- Data exports
- In-client charts
- KPI dashboards
- Live chat reports
- OData API
- Visitor list
- WhosOn Data
Analytics
- Campaign management
- Form field capture
- Live visitor tracking
- Prospect detection
- Revenue tracking
- Reverse IP lookups
- Site entry alerts
- Tailored CX
- Visitor segmentation
AI
- Auto-text
- Chat mood
- Chat summaries
- Pre-set messages
- Sentiment analysis
- Sentiment training
- Suggested response
Management
- Agent activity logs
- Agent segmentation
- Audit history
- Auto-discover
- Availability schedules
- Broadcast messages
- Chat allocation
- Chat monitoring
- Chat tags
- Chat takeover
- Chat transfers
- Multi-site management
- Performance dashboards
- Role-based permissions
- Rule-based routing
- Supervisor intervention
- Whisper messages
Customisation
- Agent avatars
- Customisable chat window
- Developer version
- Settings management
- Stacked chats
- Visitor throttling
- White-labelled chat
Multi-platform
Security
- Chat deletion
- Chat encryption
- Client security
- Data retention
- PCI / PII masking
- Profanity filter
- User blacklist