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LIVE CHAT · UCaaS
Be there when your website visitor has a question.
Turn a question on your website into a connected customer conversation. Welcome visitors in your brand’s voice, bring the team into the same inbox, and carry the request through to the next useful step.
Your website · Your team · One customer relationship
Your business
Services / About / Contact
YOUR WEBSITE
A service that fits your next step.
Explore the options. Ask us about the details.
The conversation is with your team
Website → UCaaS inbox
Open
AT THE MOMENT OF INTEREST
Make asking easier than leaving the page.
Meet visitors while they are considering a service, preparing a request or looking for help. Give the conversation a clear purpose from the start.
01
Before choosing
Which option fits our team?
Clarify the service and the information needed for an informed choice.
02
While applying
Can you explain this step?
Help the visitor understand what is needed without switching to another app.
03
After a service
I need someone to follow up.
Connect the conversation to the right owner and the service request.
A FAMILIAR FIRST IMPRESSION
Your welcome starts before the first reply.
Set the website name and domain, choose the widget colour, and write a welcome heading and tagline. Give visitors a clear introduction to the team behind the window.
Discuss your setupWEBSITE IDENTITY
01 / 03
Your brand colour
#50A48C
Welcome heading
Glad you are here.
Tell us what you need. Our team is here to help.
Website
Your business website
Domain
Your approved domain
FROM VISITOR TO FOLLOW-UP
One question can lead to different kinds of work.
Assign conversations to the person or team that can act on them. Keep the request, owner and next step visible as the discussion develops.
ON YOUR WEBSITE
Can we use it at two branches?
→
ASSIGNED TO
Sales team
Owner identified
IN UCaaS
Understand the requirements
Confirm the team size and prepare the suitable proposal.
ON YOUR WEBSITE
I need help with my account.
→
ASSIGNED TO
Support team
Owner identified
IN UCaaS
Follow up with a ticket
Record the issue and keep a clear owner for its resolution.
ON YOUR WEBSITE
Any update on my request?
→
ASSIGNED TO
Customer service
Owner identified
IN UCaaS
Review the request history
Check the previous agreement before giving the next update.
Automated routing follows your account’s enabled rules.
UCaaS / Live Chat
Assigned
All
Mine
Unassigned
Hind + Faisal
Two branches
PRIVATE NOTE
“Faisal, they need the same service at both branches. Confirm the requirements before preparing the quote.”
Visible to the team
Reply to visitor
We are checking the suitable options for your two branches.
THE TEAM BEHIND THE WINDOW
The visitor sees one conversation. Your team shares the work.
Use All, Mine and Unassigned inbox views to find the work that needs attention. Add labels, define ownership and leave private notes for colleagues without mixing them with the visitor’s reply.
01
Find and organise
Filter conversations and recognise the topic through clear labels.
02
Hand over with context
Keep the responsible people and next action clear.
A USEFUL ANSWER, WHILE THEY ARE HERE
Help the team reply with the right detail.
Start with a saved reply, adapt it to the question and add the supported attachments or links that explain the next step. Keep useful messages easy to revisit with the tools enabled in your inbox.
Attachment types, saved-message tools and access follow the supported channel settings.
KNOW WHO IS ASKING
Let the conversation become part of the customer relationship.
Review the contact, linked account and earlier interactions as customer details become available. Record the information your team needs in custom fields and keep the customer record accurate before connecting conversations across channels.
A website visit alone does not identify the customer across every channel.
N
Nawaf Khalid
Customer record
Account
Customer organisation
Custom field
Branches: 2
Conversation topic
Service requirements
01
Earlier contact
A question about the service
02
Website conversation
Requirements clarified for two branches
A REQUEST THAT NEEDS MORE THAN A REPLY
Keep the commitment after the chat ends.
Create a service ticket when the issue needs investigation or another team. Keep the subject, priority, owner, attachments and status together; follow response and resolution commitments through enabled SLA policies.
WEBSITE REQUEST / 3082
Prepare access for the second branch
Owner
Service team
Priority
Normal
01
Acknowledged
The visitor knows who is following up.
02
In progress
Details and team notes remain with the request.
03
Outcome recorded
Close the loop with a clear result.
CONSISTENT ACTIONS BEHIND THE CHAT
Agree on what happens when a message arrives.
Use enabled auto-assignment and workflow tools to organise incoming conversations. Define the supported event, condition and action, then review the execution result instead of relying on memory.
Advanced capability: available actions, round-robin assignment and channel support are confirmed during setup.
Website service enquiries
01
When
A website message is received
02
Check
The configured conversation condition
03
Act
Assign, label or notify the owner
Test the path → Review the activity log
KNOWLEDGE THAT HELPS THE CONVERSATION
A prepared assistant. A team ready to take over.
Connect supported AI chat tools to your business knowledge and response instructions. Use them for recurring questions and initial information, with a clear route to a colleague when the request needs a person.
THE KNOWLEDGE YOU PROVIDE
01
Service information
02
Approved answers
03
Handover instructions
AI
“Can our second branch join later?”
“Let us check the setup that fits your branches with the team.”
→
To the responsible colleague
The request and context stay available
AI, agent assistance, knowledge integration and workflow actions depend on enabled services, supported languages and channel settings. Responses are tested before activation.
OPERATIONS REVIEW
Live Chat
Period
Channel
Status
Service options
Assigned
Account access
In progress
Request clarification
Resolved
CUSTOMER FEEDBACK
“I got a clear answer before registering.”
IMPROVE THE NEXT VISITOR’S EXPERIENCE
Read the work behind your website conversations.
Review message and conversation reports by period and channel, inspect the available status and ownership details, and export the relevant records. Add enabled customer feedback and conversation analysis to understand the quality of the experience.
01
Demand
Which enquiries come up repeatedly?
02
Follow-up
Which conversations still need an owner or action?
03
Experience
What does the customer’s feedback tell the team?
Report fields, CSAT and AI analysis follow your account’s enabled tools.
READY FOR YOUR WEBSITE
Set up the window. Prepare the people behind it.
A useful launch combines the website connection with a clear plan for who replies and how requests are followed up.
01
Define the website
Name, domain, widget colour and welcome copy.
02
Choose the team
Assign the users and teams responsible for conversations.
03
Connect the window
Add the provided embed code to the website with your website team.
04
Test the experience
Check the visitor view, inbox delivery and the handover plan before launch.
Agree on team coverage, out-of-hours handling, enabled add-ons and usage costs before activation.
ONE COMMUNICATIONS PLATFORM
The first question is on your website. The relationship goes further.
Bring website conversations together with calls, messaging and email in UCaaS. Use the right channel for the next step and connect it to the correct customer record.
01
A visitor asks
UCaaS
The customer record connects the work
02
The team follows through
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Select a channel to explore it. Each channel has its own activation and communication requirements.
YOUR QUESTIONS
Before you welcome the first visitor.
Answers to help you prepare your website and your team.
Does the visitor need another app?
No. The visitor starts the conversation from the chat window on your website. Your team handles it inside UCaaS.
Can the window match our brand?
The channel setup includes the website name and domain, widget colour, welcome heading and tagline. Confirm any additional customisation needs during setup.
How is it added to the website?
Create the channel, complete its settings and assign the team, then add the provided embed code to your website. Test the connection before making it available to visitors.
Can multiple colleagues handle the same channel?
Yes. Assign users and teams through channel setup and organise access with roles.
Does it reply automatically around the clock?
Adding the window does not by itself provide 24-hour human coverage or activate AI. Agree on working coverage, out-of-hours handling and any enabled assistant before launch.
Can a chat become a service ticket?
Yes. Create a ticket, assign its owner and track its status for structured follow-up.
How do we organise live-chat follow-up?
Organise live-chat replies with customer context, assignment, private notes and tickets.
YOUR NEXT STEP
What do visitors ask before they choose you?
Tell us about those questions. We will help you prepare the window, the team and a practical follow-up path.