You don’t have to type the same answer over and over again. Canned responses are pre-made answers to popular questions that can be recalled with just a few keystrokes.
Chat.io suggests right responses when you’re chatting and learns from your responses. Thanks to that, you shorten your response time and support your customers faster.
Thanks to this feature, you can literally take a look into your customers’ minds. Everything that customers are typing is visible in the chat window, even if they don’t send it over. It allows you to both prepare your answer and discover other problems that normally would go unnoticed.
Thanks to chat statuses you always know which messages require your attention. A red border around the chat icon tells you which chats were not responded and a number indicates how many messages your customer has already sent you.
Chat.io gives you all the necessary visitor information you need to close a sale or solve a support case. For example, which product page is currently your visitor checking out.
All agents can covertly observe incoming chats without the customer knowing, what gives the opportunity to coach new members of a team. Chat.io also lets multiple agents to join the chat and answer customers’ questions if needed.
Automatic or manual chat routing
Chats in chat.io can be either automatically routed to the available agents according to a modified round robin algorithm or they can be manually picked up by agents from a queue.
Stars allow you to mark cases that were not resolved during a first contact. The marked chat is moved to the “starred” section and is kept there until you are able to solve it.