Support » Plugin: Lively Chat via SMS » Integrate with small call center

  • I have not downloaded yet, but this appears to be the best/easiest live chat option out there. My question is one of integrating into an existing small call-centric customer service operation. We can’t dedicate personnel to being chat-only, and are worried about sacrificing our current phone support. We are open to a multi-user license, but do you have any information/ideas about how small companies multi-task with your solution?

    https://wordpress.org/plugins/lively-chat-support/

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author dallasread

    (@dallas22ca)

    Hi there,

    Lively was designed with small companies in mind. In the current version, there is an SMS addon, which allows you to respond to messages through text message. For small teams, I would recommend leaving the chat dashboard in an open tab — you’ll hear a “ding” when a new message comes in.

    I’m releasing version 2.0 soon – I’m thrilled with how its coming together. It has a lot of great features and we’ll eventually be releasing mobile apps (iPhone/iPad, android, windows) to make communicating with your site’s visitors even easier.

    Hope that helps.

    Thanks, that helps a little. From a functional POV, if I have several internal people taking calls, but any of them could also engage in a chat when free, how will one person be assigned to the chat and how will the others see that in their dashboard? I am assuming multiple users on a single account. (I think I just need a user’s manual). Thanks again fro your reply.

    Plugin Author dallasread

    (@dallas22ca)

    Originally, when a visitor starts a chat, they’re randomly assigned an agent that is online. If there are no online agents, a contact form is displayed instead.

    The agents can choose to see “visitors assigned to me” and “unassigned visitors” (visitors that haven’t started a chat yet). Administrators will be able to see “all visitors”. Agents can toggle whether they’re online or offline easily as well.

    When the product is complete (next week sometime), I’ll create a couple tutorial videos to help explain how to use Lively to its full potential.

    Thanks. Please let me know when the videos are complete.

Viewing 4 replies - 1 through 4 (of 4 total)
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