Webchat classification is used to record the topic or reason for a customer’s webchat. It plays an important role in helping supervisors and administrators understand why customers are getting in touch and identify trends across webchat interactions.
Accurately classifying webchats ensures reporting is reliable and supports better decision‑making around staffing, training, and customer communications.
Classify a Webchat #
Webchats can be classified either during the conversation or during the wrap‑up period once the chat has ended. Depending on how your system has been set up you will either select an appropriate classification from a dropdown list or be able to enter a manual classification into a free text box.
Once you have responded to the webchat, the classification and any additional text are displayed in the customer’s Contact History.
Wrap-up a Webchat #
Once the webchat you are working on has ended your status will automatically update from Handing a chat to Wrap-up. Depending on what has been configured by your company administrator you will see a countdown displayed letting you know how long you have to complete the wrap-up. Once the time has ran out your status will change to Available and you will be able to receive new customer communications.
If required you can extend the wrap-up time or end the wrap-up period early. The number of times that you can extend your wrap-up period is displayed within the icon.
Increase Wrap up time
 | The example icon here shows that you have three opportunities to extend the wrap-up. When you have no more opportunities left to increase your wrap-up time, the icon is greyed out. |
Flagging a Webchat as Abusive #
In the unfortunate circumstance that you experience abuse whilst working on a Webchat, you can flag this either during the chat or wrap-up period. Flagging a chat as abusive will add a note in the contact history details.
