Hybrid chat
Hybrid chat sees your bot working every way across a conversation to help website visitors and live chat agents alike. All in one seamless thread, and all in super-fast speed.
Agents receive real-time assistance from a chatbot that can retrieve data and run processes. And, at the same time, the bot is still present to answer FAQ and help the visitor. Here’s how it works:
• The chatbot can monitor conversations for key phrases or for data in specific formats
• When a string matches an expression, the bot can then trigger into action
• It integrates with third-party APIs (a CRM, a database) to search your systems for a match
• Then, it returns this fetched data to the agent in a private ‘whisper’ message
• The agent gets relevant supporting info, without missing a beat or performing manual admin
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 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
Chatbot
Integrations
Case studies
White papers
Industries
Videos
Infographics
Ebooks
Features
PortfolioArchive: Category: Chatbot
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