Webchat allows you to communicate with customers in real time when they start a chat through their website or handset app. When a customer starts a webchat, the conversation is routed to an available webchat agent who can then respond directly and support the customer through a live chat experience.
As an agent, you’ll use webchat to answer questions, provide guides and resolve issues quickly and professionally. Webchat conversations are fast-paced and conversational, so clear communication and timely responses are key to delivering a great customer experience.
| Note: The option to handle webchats will only be available if your company administrator has configured this feature and granted the relevant permissions. If you have webchat functionality you will see Webchat Queues in your list of channels. |
Using Webchat – video guide #
Watch the following video for an overview of using webchat:
Webchat Overview #
The Inbox will display:
- A list of items in the agents inbox – the active item will be shown in the workspace area
- For webchat the workspace will display:
- Webchat actions: These will differ depending on whether the webchat is Active or Parked
- The conversation between customer and agent
- A message box to type and send your response
When you activate a webchat, the Active Item dialog displays the information and tools you need to manage the conversation, including:
- How long the webchat has been active
- The webchat ID
- The queue the webchat was held in
- A template dropdown list (if configured) to insert pre‑written responses
- A message box to type and send your response
- Webchat control buttons
- A classification drop‑down to categorise the webchat (for example, a billing query)
- A text box to record outcome or wrap‑up information (if enabled)
- A checkbox to flag an abusive webchat
- A Contact area to view contact details and interaction history