Webchat

Adding webchat as a customer channel for support and sales engagement

In Converso, you can deploy webchat as a channel for customer communications, enabling live chat from your website, or a specific webpage. Deployments are not limited to any particular domain.

Each workspace has the ability to configure a webchat widget, so all customer messages over that widget are managed in the team inbox of that workspace. Therefore with multiple workspaces you can create multiple webchat widgets, with a dedicated team inbox for each.

You can use separate webchat widgets to serve different functions, such as sales or support, or as an internal webchat for HR purposes. The messages generated are handled by the teams defined for each workspace.

Webchat can be deployed either as a widget positioned on a specific page of your website, or as an embedded iframe on a specific page.

When using webchat, as it's a synchronous channel (i.e. sending and receiving messages needs to be done in sync), it's helpful to add an AI agent to provide first line support and ensure that all inbound messages are answered as soon as they are received.

This also results in substantial time savings being made by freeing up agent time from first line support roles.

For customers browsing on your website, they have the option to generate multiple live chats on different subjects. Multiple chat histories are stored on their local device (until they hard reload that device) and can be accessed for future reference.

An AI agent can also be created for each workspace, as described here.