Abby Live Web Chat gives website visitors a way to connect with a live Abby agent while they browse your site.
Your Live Web Chat setup can include tools that encourage visitors to start a conversation, collect information before the chat begins, transition a conversation to a phone call, and gather feedback after the chat ends.
Starting a Live Chat
Visitors can open the Live Web Chat widget on your website to begin a conversation.
Your setup can also include Proactive Chat, which displays a chat invitation to encourage visitors to start a conversation while they are browsing.
This gives visitors an opportunity to ask questions or request assistance without needing to leave your website.
Collecting Information Before the Chat
You can use a Pre-Chat Form to collect information before the visitor begins the conversation.
Available fields can include:
Name
Email
Phone number
Introductory information or instructions
Fields can be configured as required or optional.
Collecting this information before the conversation begins gives the Abby agent additional context and can provide your team with contact information for follow-up.
During the Conversation
Once the chat begins, the visitor communicates directly with a live Abby agent.
The agent assists the visitor based on your Live Web Chat configuration and the information available for your business.
Depending on the conversation, the agent may answer questions, collect additional information, or determine that another type of assistance is needed.
Moving a Chat to a Phone Call
If a conversation would be better handled by phone, an Abby agent can transition the Live Web Chat conversation to a phone call with the visitor.
This allows the conversation to continue by voice when a visitor needs more detailed assistance or prefers to speak directly.
After the Chat
Post-Chat Surveys
After a chat ends, visitors can be given a Post-Chat Survey.
A survey can include:
A thank-you message
A chat rating, such as a star or numerical rating
Post-chat feedback can help your team understand the visitor's experience.
Chat Transcripts
The completed conversation is saved as a chat transcript so your team can review what occurred during the interaction.
For instructions on finding completed conversations and reviewing chat details, see Reviewing Live Web Chats.
Chat Categories
Completed chats are categorized based on the type of interaction that occurred, helping your team identify leads, support conversations, spam, and other chat outcomes.
For details about how chats are categorized, see Understanding Chat Categories.
Helpful Articles
Live Web Chat Overview
Reviewing Live Web Chats
Understanding Chat Categories