As part of the Exceed Chat product, you can activate live chats to communicate directly with your leads whenever needed.
To activate this feature, go to your chat and turn on Support active chat
When the Active Chats are Triggered?
Your contacts can trigger it in two ways:
- Clicking a support button: You can add a button with the label "Customer Support", "Talk to Sales", "Chat Now" or any similar expression which interprets as request for support
- Typing in the free text, asking for support
In both options, if needed, you can ask Exceed to train the bot to recognize additional expressions
Active Chat Page
In this page, Assigned Reps can mark themselves as available for active chat.
You are able to see all active chats from the last 15 minutes. You can see the flow, click on the contact name and step inside his page to see additional details.
In case a contact requested support, a notification will appear on the left bar:
Then, the ones which asked support will be marked accordingly:
From this screen you can reply directly to the contact. You can also click on Actions and assign the contact to a specific rep.
Whenever you want to schedule a meeting with the contact, click on the bottom left calendar icon, and the meeting slots will be added to your conversation:
If you wish, even without the contact requesting support, you can step inside the chat, move it to manual mode and communicate directly with your leads.