4 Different ways a customer chat can be initiated.
#1 Text in Keyword to begin Chat #2 Simple text to number to begin chat #3 Chat Website Widget to begin chat #4 Agent initiates chat
Chat keyword management
Ability to assign location keywords that are used to start chat & push an offer simultaneously. Keywords can also be used to route chat to specific agents. Keyword QR codes allows you to put them in print media so a chat can be initiated from advertisements, flyers and more and the customer can receive a response via SMS or MMS picture. Resellers can limit the number of allotted keywords to the location and upsell for additional keywords.
Customize system auto responders
Admin can configure system offline messages to customer, agent notification messages and opt-in messages.
SMS canned messages
Admin and agents can create canned message responses that goto the customer when they ask a question that is asked often. This saves time for the chat agent. Canned messages can also be shared with other agents when they are created by any agent.
Chat groups
When several agents share similar expertise in a department, they can be added to a chat group and see other agents chat that are assigned to the group.
Create and edit agents
Admin can add agents and edit agents to the system and assign them special duties. Reseller can limit the number of agents that can be created by the admin and upsell for additional agents creating a new profit center.
Transfer chat
Chat agents can transfer chats to other agents. When transferred, the chat appears in the agents dashboard & he/she is notified they have a transferred chat
Login as agent & see who is online
Location admin can see which agent is online chatting and login as the agent to see activity.
Round robin chat/leads
Everytime a new chat arrives it can be equally routed to agents in the round robin pool.
Advanced chat button builder and niche database mapping
With a few clicks of a button create buttons to use on websites so a customer can start chatting right away with an agent. Our database mapping feature allows you to profile customer for any niche.
Agent phone masking
Admin can set the chat system to mask phone numbers of customers so agents cannot steal or sell leads. Very good feature to have for agents that are new hires or virtual assistants. Protects the business from potential loss sales.
Advanced dashboard can send delayed SMS/MMS
This can be used as a reminder service for appointments, payment reminders and more. Ability to have recurring reminders adds alot of value to any business. Missed appointments is a multi-billion dollar problem.
Advanced dashboard customer tagging
A great feature for every business to have. This allows you to mark customers based on any criteria you want. For example for service centers you can tag a customer as #INWAITINGROOM then when they checkout retagged as #PAIDINFULL. Always know which tags are assigned with a simple search.
Advanced dashboard logical auto replies
You can assign keywords and when a customer texts in a logical keyword a specific message can be sent. Similar to a bot it allows for quick handling of customer chats and customer routing.
Reports.....reports....reports...
No stone left up-turned we make sure all data can be accessed and downloaded for all practical uses including TCPA record keeping.