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U-Chat is a web-enabled chat interface that creates a messaging service between customers (current and potential) visiting your website and your agents. U-Chat enables a customer-initiated conversation to be instantly routed to a group of agents, who can engage the customers in a real-time messaging dialog. The U-Chat application is faster than email and more efficient than a voice call. U-Chat helps ensure that agents can provide the best customer service possible in a timely manner, which benefits both agents and customers. A website with a live chat feature improves customer satisfaction by improving agent efficiency. 

With U-Chat, an agent can work in multiple chat windows simultaneously and service a greater volume of calls, instead of relying on the slower one-to-one interactions that phone support requires. Because the natural cadence of chat allows for a brief pause between responses, an agent can more easily access the necessary information and determine the best solution without placing the customer on hold.

A web widget is an independent application that you can embed into your website to provide your customers (including visitors) with a single support system by enabling them to chat with an agent, access your Knowledge Base (KB) articles, or submit a ticket. Adding a web widget to a business website is becoming standard practice for the following reasons:

  • Most website visitors expect the chat feature to be available on a website.
  • Web chat has minimal response time and efficient issue resolution.
  • Web chat provides a personable experience for customers. 

Chat Feature on Agent Panel


  • For information about the roles and permissions associated with U-Chat, see the User Roles and Permissions section in the Product Documentation Library.
  • For information about how to build and deploy a virtual agent (bot) to deliver personalized conversations through chat for your customers, see LiveVox Bot.

Features of U-Chat

You can create and manage the following types of web widgets in U-Chat:

  • Chat widget: Enables your customers to chat with an agent. 
  • Knowledge Base widget: Enables your customers to access knowledge base articles . 
  • Ticketing widget: Enables your customers to submit tickets through the widget.

Benefits of U-Chat

You can use U-Chat to:

  • Save time and money by supporting customers who need only minimal help.
  • Reduce call volume for busy contact centers.
  • Reduce the hold time for those customers who need human intervention.
  • Create conversations on your website that improve customer satisfaction and use artificial intelligence for self-service use cases.
  • Personalize the customer experience using Contact Manager.
  • Provide a cohesive agent experience and add context to chats using omnichannel interaction history and tickets.
  • Increase customer engagement using proactive chat.
  • Reduce response time using chatbots.
  • Facilitate complex issue resolution using web calling and co-browsing.

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