Chat features

Live Chat

Live Chat - Features

Just a click away from your customers

You wouldn't ignore a shop visitor walking up to your counter. So don't ignore one browsing your website. WhosOn live chat powers quick, convenient communications between brand and web visitor, complete with a handy range of features.

Let's look at some of those chat features more closely.

Live Chat - Surveys

Chat surveys

  • Pre-chat survey, to gather valuable customer data and give relevant support
  • Post-chat survey, to ascertain service quality and satisfaction
  • Reports on post-chat survey fields, to collate and capitalise on insights

Canned responses

  • Automatic keyword detection, to speed up response windows
  • Ready-made answers launched within the chat window, to eliminate manual re-typing
  • Categorised, access-controlled canned responses, to suit each user’s needs
Live Chat quick responses
Live Chat - speed chat

Speed chat

  • Predictive text, to send the most relevant recent response within 3 strokes of the keyboard
  • Recommended chat answers, to reply intuitively and immediately
  • Quick tab, to switch from chat to chat with speed and ease
customer moon - live chat

Chat mood

  • Recognition of emotive words, to ascertain user satisfaction
  • Visual mood indicators, to display chat mood to the agent quickly and clearly
  • Inbuilt emoji pack, to convey feeling at a click

Chat translation

  • Automatic language detection, to improve the customer journey
  • Live, two-way language translation, to remove communication barriers
  • Support for 43 languages, to open your website to the world
Stacked Chat - for Live Chat

Stacked chat

  • Strikingly original chat window for your website, to chat in style
  • Messages stacked in a stylish, scrollable box display, to wow web users
  • Customisable chat appearance, to match the client to the look and feel of your website

File upload

  • Send files back and forth in real-time, to prevent channel disruption
  • All common file formats accepted, to share information quickly and efficiently
  • Live document verification, to reduce cost and resource
File Transfer in Live Chat
Live Chat invitations

Dynamic invites

  • Automatically issue chat invitations, to offer proactive service
  • Create triggers based on site activity, to launch chats at opportune moments
  • Send invites based on user details, to provide a personalised experience

Mobile chat

  • Mobile friendly chat window, to be available to customers on any device
  • Full mobile support, to ensure a robust omni-channel experience
  • Supporting mobile app, to take chats on the move
Chat History

Customer history

  • Recognise return chat users, to greet digital customers like old friends
  • Display existing chat histories, to prevent reintroductions and repetition
  • Pull in relevant CRM data, to have account information instantly to hand

Chat preview

  • See what the user is typing as they type, to gain insights on the chat and the customer
  • Preview chat content before the customer hits ‘send’, to respond with speed and accuracy
  • Flag confrontational or inappropriate language, to prevent issues before they arise
Chat Previews

Availability schedules

  • Automatically remove chat options out of office hours, to manage customer expectations
  • Surface an “offline” button when all agents are unavailable, to prevent lengthy waits
  • Set a standard leave message or call back option, to keep communication channels open
Live Chat availability

Distraction-free chat

  • A clean, uncluttered UI, to focus energy on chats alone
  • Separate web settings portal, to simplify the agent view
  • Tabbed view of chat sessions, to view all open and pending chats conveniently
Video chat

Chat to visitors using live video, to give face to face service online

Data retention

We'll keep all your chat data for 7 years, as standard

Chat transcripts

Save, and share, any transcripts from your chat sessions

Spell check

Inbuilt spelling and grammar checker to prevent mistakes

User blacklisting

Block unwanted users from reaching your agents

PCI/PII masking

Redact credit card info or PII sent directly through the chat window

Custom profiles

Allow agents to set up avatars and availability statuses

Click to call

Customers can request a call-back using buttons in the chat window

Help desk
Management toolset
Analytics
Integrations

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