Abby Connect’s Live Web Chat isn’t just about answering questions — it’s about maximizing engagement, capturing leads, and creating a great customer experience. With features like chat transcripts and chat tags, you can review every conversation, categorize interactions, and understand your visitors’ needs in detail. Here are four powerful ways our clients use Live Web Chat to boost results and deliver exceptional service.
1. Proactive Live Chat
Enhance your website’s engagement with Proactive Live Chat. When enabled, a pop-up invitation appears to visitors, encouraging them to start a conversation or ask questions.
Benefits:
Captures leads before they leave your site.
Provides instant support to curious visitors.
Improves user experience with proactive assistance.
💡 Ideal for increasing interaction, boosting customer satisfaction, and converting more visitors into leads.
2. Pre-Chat Forms
Pre-Chat Forms collect important information before a conversation begins. These forms are fully customizable, with the option to make certain fields required.
Available Fields:
Introductory text or instructions
Name
Email
Phone number
Benefits:
Gathers essential visitor details upfront.
Routes chats to the right team faster.
Allows you to prioritize high-value leads.
3. Live Chat to Phone Call
During a chat, receptionists can seamlessly initiate a phone call with the website visitor. This feature creates a smooth transition from text to voice for a more personalized experience.
Benefits:
Resolves complex inquiries faster.
Provides a personal touch for visitors who prefer speaking directly.
Improves satisfaction with real-time, human-to-human connection.
4. Post-Chat Surveys
After each chat, visitors can complete a Post-Chat Survey to share their feedback. Like Pre-Chat Forms, surveys are customizable, with optional or required fields.
Available Fields:
Thank-you message or acknowledgment text
Chat rating (star or number-based)
Benefits:
Measures customer satisfaction instantly.
Identifies areas for improvement.
Gives you insights into team performance.
Transcripts & Chat Tags
Transcripts let you quickly access and review all chat activity, while tags make it easy to identify the type of chat and the level of support required. This gives you clear insight into your website visitors’ needs so you can respond more effectively.
How It Works
At the end of every chat, you’ll receive an email with the full transcript of the conversation.
Tags are applied to identify chat type, message recipients, and for billing purposes.
Standard Chat Tags
Lead – A visitor interested in your services who is not yet a customer or patient.
Actionable Support – Current customers who need additional assistance.
Non-Actionable Support – Current customers who don’t require further help.
Spam – Illegitimate visitors (pranks, bots, single interactions). Spam chats are non-billable.
Extra Details
No limit on recipients for chat messages.
Tags and form fields are not customizable at this time.
Benefits
Easy access to all chat activity.
Clear understanding of your website visitors’ needs.
Smooth routing of chats to the right staff member or team.
Better visibility into the types of chats your business receives.