How Does Live Chat Work?

There are many Live Chat platforms out there but few are completely free and among the free options, even less offer the feature set and functions of the 3CX Live Chat solution. We have covered features of Live Chat on a previous blog and more recently what essential live chat reports and statistics are available. But the more curious may ask: ‘How does it work?’

Definition of live chat

Broken down to the super basic level, live chat software is a means to offer effective and real-time service and communication online. It allows website users to get immediate information, support, or help via a chat window. The visitor types the message, the business ‘agent’ types back.

How does it work?

Live chat can be put to work by installing a website plug-in and adopting a chat bubble or widget on the side of the screen. Users can then click it to start a conversation. Different platforms operate in different ways, so we cannot cover how they all work. However, 3CX Live chat is easy to deploy and can be used as a standalone system where agents have to log into the website's “back-end” in order to work through their messages. Or, it can be linked with a 3CX phone system allowing all messages to be easily managed within the web client, desktop application, or even via the iOS and Android mobile clients.

Installation

3CX Live Chat is a plug-in that is available to easily install on popular platforms such as WordPress, Drupal, Joomla, Wix & Weebly. Once downloaded and installed, the plugin’s configuration options allow for a vast array of customization features and tools.

How it works for agents

Receiving

Once a visitor starts a conversation, all agents who are members of the queue assigned to deal with chat messages will see the notification pop up in the chat window of whichever client they are using. Any agent can respond and see the ongoing conversation until one takes ownership by using the “Take” button. This person will now be the sole owner of the conversation, so other agents no longer have access to it.

Transferring

If a customer question or support request is beyond the knowledge base or expertise of the agent, the chat can be transferred to another agent to resolve. This can be done by clicking “Transfer” and selecting which agent the chat should be moved to. Once a chat is moved, the new agent will still see the previous chat history so that the customer doesn't need to explain things again.

Resolving

If a customer becomes unresponsive or the chat needs to be kept for future reference, the conversation can be marked and archived.

Let's get chatty

Incorporating Live Chat into your website will offer visitors a communication channel so they don't have to work things out on their own. It's free, simple, and easy. When combined, 3CX phone system and 3CX Live Chat work effortlessly on creating contact center functionality without the enormous costs.