Live Chat - Frequently Asked Questions

Statistics show more than half of all customers prefer to chat with someone in real-time! Installing a live chat solution on your website will not only improve customer satisfaction but will also increase your lead conversions. This faq guide will explain some terminologies and why it is important for businesses to implement live chat.

Live chat software is a type of support software that lets your customer support team speak to customers through a widget on your site. It supports real-time conversations, file sharing, and message delivery tracking.

Customers get instant answers without waiting in phone queues. They can solve technical issues, check on orders, or ask pre-sales questions in real time. It improves customer interactions and satisfaction.

Yes. 3CX includes an app for Android and iOS. Your agents can chat with customers, transfer sessions, and send replies from their phone or tablet.

A chat widget is the small box or bubble that pops up on a website to start a chat. 3CX’s widget is easy to customize and install on any platform including WordPress, Wix, or Joomla.

Chat support lets your customer service team talk to website visitors in real time. It’s faster than email and less intrusive than a phone call. Agents can solve problems, answer questions, and guide users through the buying process, all from a single chat window.

Each time a visitor opens the chat widget and sends a message, a new conversation starts. The conversation stays active until the agent or visitor ends it. 3CX stores these chat conversations so agents can follow up or review the interaction later.

Yes. The 3CX Live Chat plugin is completely free. There are no hidden costs. Even businesses with unlimited agents can use it with no charge.

Yes. Agents can handle multiple chats at once. You can set the number of concurrent chats per agent to balance workloads.

It can be implemented in businesses of many sizes. Many dislike talking on the phone and live chat offers a great alternative. Because the 3CX plugin is free, all businesses can take advantage of the facility to help drive growth and convert sales leads.

You can set up offline forms or route chats to another agent. Customers can still leave messages even if no one is online.

There are many offerings on the market and all vary in cost, complexity and usage. 3CX Live Chat is free to use and easy to implement. New and existing 3CX customers can receive, manage and communicate with live chat visitors directly from the web client, mobile app or desktop application. Not only that, but visitors can convert their chat conversation to a phone or video call, directly with the agent, all at the click of a button. Advanced options such as bubble appearance are easily customizable all from an intuitive 3CX interface and changes take effect immediately.

Yes and it is surprisingly easy. Every business these days must have a website but that doesn't mean that every business has access to advanced coders to develop the site. That is why web hosting companies such as Drupal, Joomla, Wix and Squarespace exist. They make creating a website so easy that anyone can do it. 3CX Live Chat followed suit and has made it a simple case of copying and pasting a code “snippet” that is auto generated when signing up for, or creating, a link.

Yes. 3CX tracks message delivery in real time. You can see when a customer reads the reply or when a message fails.

By integrating live chat with 3CX phone system, website visitors can chat with agents in real-time and can switch to a live call or video call in a single click – with no dialling of phone numbers.