Ensure your service meets high standards

WhosOn offers dedicated supervisor support. Our live chat software comes with a comprehensive team management toolset, designed to help organise and optimise your chat usage.

Chat allocation

  • Set up chat teams based on skill, to ensure each department receives relevant chat requests
  • Define rules on chat routing and permissions, to control access effectively
  • Set agent schedules, to ensure optimum availability throughout the day

Chat transfers

  • Allow chat transfers to other teams, to ensure the customer gets relevant service
  • Send a chat to a supervisor, to offer immediate escalated support
  • Automatic transfers to the next available operator, to manage time in peak periods

Chat monitoring

  • Allow supervisors to view live chat sessions, to oversee and train in real-time
  • Monitor all chats from a single summary view, to manage volume with ease
  • Discreet ‘listen in’ options on active chats, to conduct quality control

Agent support

  • Send ‘whisper’ messages to operators during sessions, to guide difficult chats
  • Tag and be tagged using the @ button, to share speedy inline assistance
  • Chat to user and operator separately from the same window, to support discreetly

Sentiment analysis

  • Chat mood indicators, to see how each session is going
  • Post-chat sentiment scores, to calculate customer satisfaction
  • Ongoing sentiment training, to get more accurate with every chat

Live performance dashboards

  • Detailed supervisor dashboards, to display key performance data
  • Metrics for individual agents, departments, and queues, to see live levels of efficiency
  • Customisable reporting, to monitor the metrics that matter most to you


  • Missed chat reports, to identify and act on lost opportunities
  • Chat utilisation reports, to analyse peak periods and daily, weekly, or monthly trends
  • Operator usage stats, to ascertain the most effective agents and most useful chat features

Multi-site management

  • Multiple website hook-ups available with a single WhosOn account, to save time and money
  • Cross-functionality across all sites at one time, to handle chats quickly and cohesively
  • Set different chat rules for different websites, to make your solution work for you

Data exports

  • Export chat reports to your database or cloud folders, to access information anywhere
  • Send chat information to spreadsheets or graphs, to manage and manipulate data
  • Sync relevant chat data with your CRM or Outlook account, to quickly connect touchpoints

Settings management

  • Manage settings from a dedicated web portal, to customise effortlessly
  • Add users, websites, access rights, rules and more, to make immediate changes
  • Separate settings from the chat client, to limit agent distraction

Ease of use

  • Single click installation, to remove unnecessary steps or delays in chat usage
  • Auto-update, to ensure operators have the latest software without fuss
  • Contextual help, to reduce the need for team training
Report filtering

Filter your data by department and permission

Collision prevention

Prevent multiple agents from working on the same ticket

Time tracking

Track the time each agent spends supporting each customer.

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