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

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
  • Preset messages, to insert a personalised greeting with a single click
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 60 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
Missed chat handling

Missed chat handling

  • Retention of missed chat requests, to track usage
  • Session information stored, to capture lost leads
  • Easy follow-up option, to reply via email without leaving WhosOn

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
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-chatVideo chat

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

data-retentionData retention

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

chat-transcriptsChat transcripts

Save, and share, any transcripts from your chat sessions

spell-checkSpell check

Inbuilt spelling and grammar checker to prevent mistakes

user-blacklistingUser blacklisting

Block unwanted users from reaching your agents

pci-pii-maskingPCI/PII masking

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

custom-profilesCustom profiles

Allow agents to set up avatars and availability statuses

click-to-callClick to call

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

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help-deskHelp desk
management-toolsetManagement toolset

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