Proactive Chat Management

The “Traffic” folder is improved to allow users to proactively approach visitors. Various system & custom attributes will be available for the user to initiate a chat knowingly.

Who are visible in the Traffic folder:

• Visitors who are currently chatting with an agent
• Chatting window is open, even though the agent has closed the chat (social media)
• Visitor who are browsing the website

Agents can initiate a chat and only admins can start the chat, assign to an available agent by clicking “Assign Chat” or view which agent is currently assisting the visitor by clicking “Go To Chat” button.

Users can even sort online visitors based on channel, visitor type(new, repeat), country, last visited page.