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Info
For information about the roles and permissions associated with 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 Chat

You can create and manage the following types of web widgets in 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.

The following provides an example of the Chat user interface (UI) for your customer:

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A button to accept a web call.
A button to decline a web call.
A mute button to mute the audio and an End button to end the call.
An option to rate the chat. Customers can select 1 - 5 stars for the chat rating.

You can use 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 usea rtificial intelligence for self-service use cases.
Personalize the customer experience using Contacts Management.
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.
View the supervisor and agent chat history which is available until the browser cache is cleared.

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