Improving Cloudoffix Live Chat Weapon

We're thrilled to unveil an exciting additions to the Cloudoffix Live Chat experience. At Cloudoffix, we're committed to providing you with innovative solutions that empower your business to thrive in a digital world. With the improvements of Live Chat feature, we're taking customer engagement and support to a whole new level.

Say Goodbye to Delays and Disconnected Conversations 

With Cloudoffix newly developed live chat features , waiting in long queues is a thing of the past. With the latest updates, your visitors will be transferred to operators with the Round Robin rule. The round robin rule ensures an even distribution of incoming visitors by evenly assigning them among a designated group of operators. 

More Simplicity, Seamless Support 

We understand that clear communication is essential, and we're making it even simpler. Previously, visitors who contacted your operators via Live Chat could see the operator's full name. Going forward, only the first names of our operators will be displayed in your Live Chat conversations.

Optimize Your Communication Availability
Setting working hours ensures that your visitors have clear expectations of when they can reach out and receive a timely response. With the new developments, working hours that you can choose for the live chat channel, there is no more uncertainty - your visitors will know exactly when they can expect help, which will help to increase trust and reliability. You can select or create working hours on Live Chat Form.
Tip: If operators are online but business hours are over, visitors will be redirected to offline chat. But if no selection is made in the working hour field, 24/7 live chat will be started if any of the operators are online.
Total Control Over Workload

We understand that managing the influx of incoming chats is crucial for your team's efficiency. With the brand-new 'Accepting New Chat' option, your operators now have the ability to control their chat workload. They can choose when to accept new chat requests, ensuring optimal focus and responsiveness. Live Support users and managers can set this setting from preferences dropdown menu.

Privacy and Convenience

Saving important conversations is now easier than ever. With the 'Allow customers to email the chat log' feature, visitors can have their chat history with operators sent directly to their email address. This is a convenient way to archive and review past chats. You can also enable/disable this feature in the live chat channel settings.

Automated Chat Management
Managing multiple chat sessions can be challenging, and sometimes, chats may remain open long after they've served their purpose. Our 'Close Inactive Chats' feature is designed to address this challenge by automatically closing chats that have been inactive for a specified number of hours. We believe in giving you control. You can customize the time interval (X hours/minutes) after which a chat will be automatically closed. Whether it's a few minutes or several hours, you decide what works best for your team's workflow. You can set this time via the Live Chat channel, Settings tab.

Immediate Closure

Managing your Live Chat sessions is now more effortless than ever. With the introduction of the '/close' command, you have the ability to end chat sessions directly from the backend. To end a Live Chat session immediately, simply type '/close' into live chat. This is especially useful when you need to close a session quickly and ensures that your support team can handle the next chat request efficiently.

Unlock Real-Time Visibility

Managing your Live Chat sessions just got easier. With the 'Active Sessions' stat button on the Live Chat channel detail page, you can now access real-time information on the number of active chat sessions at any given moment. This valuable insight empowers you to stay on top of your support operations. The 'Active Sessions' stat button provides a comprehensive view of your Live Chat environment. It calculates the number of active sessions by subtracting chats closed by agents, closed by visitors, and autoclosed inactive chats from the total number of live chats.

Efficient Queue Management

Managing chat traffic has never been easier. With the 'Live Chat Queue,' you can ensure that your visitor receive the attention they deserve even during busy periods. Here's how it works:

    Determine Max Active Chats per Operator
You're in control of your chat queue. With the 'Determine Max Active Chats per Operator' setting, you can define the maximum number of active chat sessions your operator can handle simultaneously. This ensures that your operators never get overwhelmed and maintain the quality of their support.
    “All Operators Are Busy” Auto Message
During busy times, when all your operators are busy, i.e. when the Max Active Chats per Operator number is exceeded, as explained above, the automatic message 'All Operators Busy' is activated. It automatically sends a message to visitors letting them know that your team is currently helping other visitors. This keeps your visitors informed and safe.
Hint: You can customize your message through Operators Busy Message field on live chat settings.
    Persistent Live Chat Button

We've listened to your feedback and understand that sometimes the Live Chat button disappears when visitor accidentally close the Live Chat window when they don't mean to. We've made an improvement to solve this problem: the Live Chat button on your website now remains visible even after visitors click the 'X' button, allowing them to end the session they are in.

Connect Across Languages
Language should never be a barrier to providing exceptional customer support. With the translatable Chat Input Placeholder and Welcome Message, you can now communicate with your visitors in their native language, creating a more personal and inclusive experience. You can add different languages in the Live Chat Channel Settings Tab. And your visitors will see Placeholder and Welcome Message filled with relevant translations according to the browser language.

Enhanced Visibility

Managing your Live Chat channels and operators just got a whole lot easier. Simply clicking on an operator's number on the Kanban Card opens up a comprehensive view of operator details and statuses, grouped by status. This provides you with an instant overview of your team's availability and workload.

Flexible Implementation
At Cloudoffix, we're committed to providing you with the tools to engage your website visitors effectively. Today, we're excited to introduce advanced features for embedding Live Chat, giving you more control and customization options. Let's explore these enhancements!
    Embed With iframe
Embedding Live Chat on your website has never been easier. With the 'iframe', you can seamlessly integrate Live Chat into your site's structure. This means live chat now works independently without interfering the extern website libraries. This ensures a cohesive and visually appealing user experience.
    Customize Login Parameters
Tailor your Live Chat to your specific needs. The Live Chat allows you to customize the chat experience for logged-in visitors. You can now gather and display user-specific information to provide personalized support. So, on your non-Cloudoffix based website, you can prepare live chat for your logged in users by passing the relevant parameters. This way, when your users try to contact you via live chat, they won't waste time with welcome questions (name, email etc.).
    Auto-Detect Browser Language
Communicate with your visitors in their preferred language. The 'auto-detect browser language' feature ensures that the chat language automatically matches the visitor's browser settings. It's a step towards creating a more inclusive and user-friendly experience.