Sometimes, you might miss a chat session. Others, the customer might not be able to continue to talk there and then. Or key information might transpire after a chat session has already closed.
When this happens, WhosOn makes it easy for you to switch from live chat to email. Here’s what you need to know about this handy feature:
• WhosOn logs every chat session initiated, including both missed and taken chats
• For missed chats, agents can select the session and respond via email from inside WhosOn
• This missed chat email reply is then added to the chat transcript, for up-to-date records
• For taken chats, agents can use our Office 365 integration to pick conversations back up
• Chats can also be forwarded to relevant email addresses from inside the client