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WebChat

This feature provides an integrated consumer to Agent webchat solution.  The LiveVox webchat includes the following enhancements:

• Easily embed LiveVox WebChat on any website that allows your customers to quickly initiate a chat with an agent
• WebChat can also be integrated with a plug and play chatbot
• WebChat can be configured to route to different Services and assigned to Agents that have Chat enabled
• WebChat can be enabled on any Service that an Agent logs into (excludes HCI or 10DMT clicker)
• All interactions are logged and associated to the account

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• On the Agent Panel, Agents are able to receive up to a max of 5 concurrent chat in addition to Agent to Agent or Supervisor Chat
• If an account is provided by the consumer, an Agent is able to pull all the Contact details and Contact history by a click of a button
• If account is not provided by the consumer, an Agent is able to associate the chat conversation to an account or create a new one
• Agents are also able to select a predefined set of responses
• Once a chat is finished, an Agent can disposition the conversation to track any new activity to the Contact record

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• Once enabled, WebChat can easily be configured by creating a new CallFlow with a Chat module and assigned to a Service
• Chat Token is the unique identifier that routes incoming chat to a Service.  This is also what displays under Department selection on the Chat widget
• A WebChat CallFlow can also be configured to initially route to a ChatBot with escape key words
• Since CallFlow is utilized, you are able to create a dynamic ChatBot that can query values out of Contact Manager and create intelligent routing or other multi-channel actions (ie. Send an SMS or an Email)

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