Visitor experience
Chat tabs for visitors
Give visitors an entry point to live chat, an existing conversation or offline help, with separate desktop and mobile presentation.
Visitor chat pane
Display the visitor conversation in a separate frame that can open, minimise and adapt to the space available on your website.
Visitor chat themes and branding
Set the colours, images, fonts and presentation visitors see across chat, tabs, forms and notifications.
Mobile chat
Adapt the visitor pane, forms and chat entry point for phones, tablets and touch keyboards.
Chat accessibility and keyboard navigation
Use keyboard controls and accessible labels to navigate the visitor pane, messages, forms and menus.
Visitor messages and sending feedback
Write and send visitor messages, with typing information and feedback while a message is sending or a connection is recovering.
Visitor chat status and waiting
Show visitors whether chat is connecting, waiting for an operator, active, ended or recovering from a lost connection.
Pre-chat survey for visitors
Ask visitors for contact details and an initial question before chat, using reusable forms with configurable expiry.
Department selection before chat
Let visitors choose the department they need before starting a new chat, with optional mandatory selection.
Custom fields in visitor forms
Add labelled questions to visitor forms and validate required answers before the visitor continues.
Offline help for visitors
Offer a form, task or message when live chat is unavailable, and collect requests for later follow-up.
Visitor tracking consent and communication opt-ins
Ask visitors to accept cookie tracking before chatting and collect separate email and text opt-ins during pre-chat.
Visitor survey questions and scores
Create surveys with choice, text and rating questions to collect visitor feedback and report on scores.
Post-chat survey for web visitors
Deliver a configured survey after chat, send operator feedback questions during chat or collect feedback through an email link.
Visitor chat notifications
Draw visitors' attention to unread chat replies with previews, counts, sound and supported browser alerts.
Visitor popups and embedded content
Show event-driven offers, information and surveys as page popups or content embedded in your website.
Chat tasks and topics for visitors
Guide visitors through suggested topics, selectable answers and tasks inside the chat pane.
Rich content in visitor chat
Present chat replies as text, cards, lists and store content, with text alternatives when interactive content cannot be displayed.
Product cards in visitor chat
Share product information in chat and let visitors choose available options and use supported purchase actions.
Order cards in visitor chat
Share permitted order information in chat, including items, status and available shipment tracking.
File attachments for visitors
Send permitted files from the visitor chat pane and view files or media shared in a conversation.
Email and print transcripts for visitors
Let visitors email or print the conversation history permitted by the website's transcript and history settings.
Appointment booking for visitors
Let visitors enter their details and book an appointment with an eligible operator or team.
Chat links for visitors
Give visitors a direct entry to chat or appointment booking with the configured operator, channel or team.
Video Feed for visitors
Let visitors browse videos, explore linked products and move into chat or appointment booking.
Joining calls and approving Co-Browse
Use callback, media-permission and session-code controls to enter a call or approve a co-browse request.
Chat avatars and visitor reactions
Show visitors animated advisors and bots, with optional visitor appearance choices and chat reactions.
Streaming AI replies for visitors
Show an AI reply as it arrives, with optional activity messages, before displaying the saved final response.
Visitor chat languages and text direction
Present visitor labels and configured content in the selected language, including right-to-left chat layout for Arabic and Hebrew.
Legacy chat pane settings
Maintain an older chat pane and its alternate configurations while checking each customisation before changing to a current theme.
Previous chat history for visitors
Display current messages and permitted earlier chats with participant identity, timestamps, links and media.