Analyze Live Chat System In Detail
LivaChat is a powerful live chat system designed to revolutionize customer service and enhance communication. By streamlining real-time interactions and automating key processes, LivaChat simplifies customer support and reduces manual tasks. Its wide range of features, including live notifications, chat flows, and operator collaboration, ensures that both customers and agents enjoy a seamless, efficient experience.
Whether engaging with customers instantly or fostering teamwork among agents, LivaChat provides the tools needed to deliver exceptional service and boost overall satisfaction.
Whatsapp Chat
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Enhance your customer communication with WhatsApp Business Integration in LivaChat. This powerful feature allows customers to initiate chats directly from WhatsApp, providing a seamless and familiar channel for interaction. Admins can manage all WhatsApp conversations in a centralized dashboard, streamlining communication and ensuring quick responses.
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Key Benefits:
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Real-Time Messaging: Instantly connect with customers through WhatsApp.
Unified Dashboard: Manage all WhatsApp chats alongside other communication channels.
With WhatsApp Business Integration, LivaChat empowers your team to deliver exceptional customer support and build stronger connections with your audience.
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IMAP is a robust email protocol that allows you to access and manage your emails from multiple devices while keeping everything synchronized. Unlike traditional protocols, IMAP enables you to view your messages from any location, maintain your email folders across devices, and make changes that are immediately reflected everywhere.
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Before utilizing IMAP for seamless email management, ensure you properly configure IMAP settings within your application. This setup is crucial for enabling real-time synchronization and access across multiple devices.
SpellCheck & Suggestions
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Enhance your communication efficiency with SpellCheck and Next Word Suggestions powered by Gemini AI.
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SpellCheck: Automatically detect and correct spelling errors in real-time, ensuring professional and error-free messages.
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Next Word Suggestions: Get AI-driven word/sentance predictions to compose messages faster and with improved accuracy.
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This feature streamlines typing, boosts productivity, and ensures high-quality communication in live chats and tickets
Email Campaigns
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LivaChat’s Email Campaign feature allows you to send bulk emails to customers effortlessly.
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Reach More Customers: Communicate updates, promotions, or important messages to a large audience.
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Customizable Templates: Use predefined templates to save time and maintain consistency.
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Scheduled Sending: Plan and schedule emails for the perfect delivery time.
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This feature streamlines communication and enhances customer engagement with ease.
Customizable Header and Icon
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Customizable LiveChat Header Image: LivaChat allows you to fully personalize the header image of the live chat window, enabling you to showcase your brand identity. You can upload a custom image that reflects your company’s logo, color scheme, or promotional content, ensuring that the live chat interface blends seamlessly with your website’s overall design.
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Customizable LiveChat Popup Icon: LivaChat offers the flexibility to change the chat popup icon, giving you the ability to match the icon with your site’s branding. Whether you want a unique design, logo, or a color theme that aligns with your brand, this feature ensures that the chat button is visually appealing and consistent with the rest of your site’s user interface, improving accessibility and visual cohesion.
Roles and Permissions
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LivaChat offers a robust system for managing roles and permissions, defining the level of access and control each team member has within the live chat environment.
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This feature enhances security by preventing unauthorized access and ensuring that team members have the appropriate tools and information needed to perform their roles effectively. By carefully managing roles and permissions, LivaChat helps minimize errors, safeguard sensitive customer data, and streamline overall operations, ensuring a secure and efficient support experience.
Business Hours
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Business hours are crucial for LivaChat operations as they determine when agents are available to handle customer inquiries and support requests. Defining clear business hours helps ensure that your team is online and ready to assist customers during expected times, aligning with varying customer needs and expectations.
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With the addition of break times within each working day, agents can schedule breaks without disrupting customer support. This helps manage agent availability, ensures consistent service, and maintains customer satisfaction. It’s also important to communicate any changes in business hours or break schedules to customers to manage expectations.
Envato Specific Features
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Envato License verification
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Envato Social Login
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Envato license encryption in ticket
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Username mismatch alert in ticket page
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Stop or allow creating ticket with support expired license
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Support validity checking
More Livechat Features
Voice Messaging
LivaChat’s Voice Messaging feature allows users to send and receive voice messages, enhancing communication by offering quick, clear, and personal interactions. This feature improves efficiency and engagement in customer support conversations, providing a more human touch to online communication.
News Letter
LivaChat’s Newsletter feature lets you send personalized updates, promotions, and announcements directly to customer inboxes. With customizable content and scheduled delivery, it ensures timely and effective communication, strengthening customer relationships and boosting engagement
Text-To-Speech
Experience seamless communication with our Text-to-Speech feature. Listen to Any Text: Convert text messages into audio and listen effortlessly. Multilingual Support: Translate text into your preferred language and hear the output instantly. This feature enhances accessibility, breaks language barriers, and ensures a more engaging communication experience in both livechat and tickets.
Employee Activity
LivaChat records all employee activities, providing a comprehensive log of interactions, tasks, and performance. This feature helps track agent productivity, monitor customer support efforts, and ensure accountability, enabling better management and continuous improvement.
Draggable LiveChat Icon
LivaChat now offers a draggable LiveChat icon, allowing customers to move the chat popup button anywhere on the screen for a more personalized and convenient experience. This feature can be easily turned on or off through the LiveChat Appearance Settings, giving you control over the layout and ensuring the chat button is positioned according to your preference.
Reports
LiveChat software offers detailed reports on employee and customer activity, ticket and chat volumes, priorities, knowledge base usage, and agent performance. These insights help identify improvement areas, streamline workflows, and enhance customer interactions, empowering teams to optimize processes, boost satisfaction, and achieve business goals with data-driven strategies.
IMAP Setting
IMAP is a powerful email protocol that enables synchronized email access and management across multiple devices. Proper IMAP configuration is essential for real-time synchronization, ensuring seamless email management from any location.
Chats
The chat section in the LivaChat admin dashboard includes New Chats, My Opened Chats, and Solved Chats. Each chat type plays a crucial role in managing conversations efficiently. "My Opened Chats" refers to chats that are currently being handled by agents or have been assigned to them, ensuring smooth communication and prompt responses to customer inquiries.
Live Notifications
LivaChat offers a real-time live notifications feature that keeps both agents and customers informed about new messages, updates, and critical events. This functionality enables agents to respond quickly to inquiries and monitor ticket progress seamlessly. Notifications are delivered via both email and in-app alerts, helping service teams boost efficiency, minimize response times, and elevate overall customer satisfaction.
Custom CSS & JS
LivaChat provides robust customization options, allowing users to modify the application's appearance and functionality through custom CSS and JavaScript. This feature enables users to override default theme styles and integrate personalized scripts, tailoring the chat interface to better fit their specific needs. By customizing these elements, users can enhance their experience, streamline operations, and improve overall productivity and efficiency within the LivaChat platform.
LTR to RTL
LivaChat offers seamless RTL (right-to-left) language support with a one-click conversion feature that automatically adjusts the layout for languages like Arabic, Hebrew, and Pashto. This ensures an intuitive and accessible experience for RTL language speakers, enhancing usability and overall satisfaction.
Holidays
The Holidays feature in LivaChat allows administrators to define specific off-days, ensuring effective communication and expectation management. During these periods, the system displays announcements on the landing page to inform users of the holiday schedule. Additionally, automated email notifications are sent to users who submit the first reply to tickets during these times, keeping them informed about any delays and ensuring smooth and transparent communication.
Two-Factor Authentication
Two-factor authentication (2FA) in LivaChat is a critical security feature designed to enhance account protection. It requires admin panel users to provide both their password and a unique verification code sent to their registered device during the login process. This additional layer of security significantly reduces the risk of unauthorized access, ensuring that only authenticated users can access the admin platform and its sensitive information.
Announcements
LivaChat enables administrators to broadcast important announcements, such as maintenance updates, service interruptions, or new feature launches, directly to all users. Announcements can be created, scheduled, and prominently displayed on the homepage and login pages, ensuring timely communication and keeping users informed.
Canned Responses
LivaChat offers a Canned Responses feature to streamline customer support. Agents can create and save pre-written replies for frequently asked questions or common issues, enabling quick and consistent responses. This reduces repetitive typing, improves efficiency, and enhances customer satisfaction by delivering faster support.
Force ssl
Force SSL, also known as HTTPS redirection, is a security feature in LivaChat that ensures all traffic is automatically redirected from the unsecured HTTP protocol to the secure HTTPS protocol. This process encrypts all data transmitted between the server and the client, safeguarding sensitive information such as login credentials and personal details. By enforcing HTTPS, LivaChat not only protects user data but also establishes trust with users by providing a secure and reliable browsing experience.
KnowledgeBase
LivaChat includes robust organizational features such as categories and sub-categories to help businesses manage customer inquiries effectively. This structured approach allows for efficient sorting and handling of live chat support tickets. Additionally, LivaChat offers a comprehensive knowledge base and FAQ section, enabling customers to easily find answers to common questions and resolve issues independently.
Agent Rating
LivaChat features a rating system designed to assess the quality and effectiveness of interactions within the chat platform. This system allows users to provide feedback on their chat experiences, typically through star ratings or reviews. By collecting and analyzing these ratings, businesses can gain valuable insights into agent performance and overall service quality. While the ratings offer useful feedback for improvement, it is important to consider them alongside other performance metrics to get a comprehensive view of service effectiveness.
Google Analytics
LivaChat offers seamless integration with Google Analytics, allowing you to embed your tracking ID directly into the platform. This enables you to monitor user activity and traffic flow. With these insights, you can analyze performance and user behavior to make data-driven optimizations that enhance the overall user experience.
Securities
LivaChat provides advanced security measures to safeguard both the platform and user data. These include country whitelisting, which restricts access to the application from specific regions, and protection against Denial-of-Service (DOS) attacks. These robust measures ensure the confidentiality and integrity of sensitive information, allowing users to focus on delivering exceptional customer service without security concerns.
Ticket Assign
In LivaChat, both chat interactions and ticket management are streamlined to enhance efficiency. For chat support, agents can engage in real-time conversations with customers, ensuring prompt responses and personalized assistance. In addition, the ticket system allows for effective handling of inquiries and issues through a simple assignment process. They can be categorized as "Assigned" to specific agents or "Unassigned" when they are still in the queue, awaiting allocation. This approach ensures that all customer interactions are managed efficiently, improving response times and overall service quality.
Email Templates
In LivaChat, email templates are a vital feature for streamlining customer interactions. They allow for customization with dynamic fields like customer names, ticket numbers, and other pertinent details, enabling automated and personalized responses. These templates can also be utilized for proactive communication, such as sending updates or important announcements. By leveraging email templates, LivaChat enhances efficiency, maintains consistency, and improves the overall effectiveness of customer service.
Dark Mode
Dark mode is a popular feature in Livechat Helpdesk that allows users to switch the application's interface from light mode to dark mode. This feature is particularly useful for users who prefer working in low-light environments or simply prefer the aesthetics of a darker interface. Additionally, using dark mode can help reduce eye strain and improve battery life on devices with OLED screens.
Translations
LivaChat offers a robust language translation feature, enabling users to translate the entire application into their preferred language. This includes translating interface elements, buttons, labels, ticket statuses, priorities, and more. With support for multiple languages, LivaChat helps businesses serve a global customer base seamlessly. It also allows companies to customize the language to match their branding, improving the customer experience by reducing communication barriers and increasing satisfaction.
Captcha
Livechat provides Captcha as a security feature that differentiates between human users and bots. The application has manual captcha and Google recaptcha to prevent bots from accessing the system. Captcha enhances the security of livechat by protecting user data and preventing security breaches.
IP Address
The LivaChat application can automatically detect and log the IP address, country, and time zone of registered users. For added security, you can also manually block suspicious IP addresses to prevent unauthorized access and safeguard your system.
FAQ’s
FAQs (Frequently Asked Questions) in the LivaChat application allow businesses to provide quick answers to common customer inquiries. By offering a detailed FAQ section, companies can help customers find solutions to their issues independently, reducing the need to contact support and improving overall efficiency.
Categories & Sub-Categories
In the LivaChat application, Categories and Sub-Categories are used to efficiently organize and manage customer queries and tickets. Categories represent broad topics, while Sub-Categories offer more detailed classifications within these main topics. This structure allows agents to quickly sort, prioritize, and direct tickets to the appropriate team or department, streamlining the support process and enhancing the speed and accuracy of issue resolution.
Clear Application Cache
LivaChat includes a dedicated button in the side menu bar for clearing the application cache. This feature allows users to quickly clear cached data, helping to improve system performance and ensure a smooth, efficient experience.
Languages
The Livechat provides users with the ability to add and use multiple languages, making it easier to switch between them as needed. The application's interface can be translated into different languages using the built-in language translations page, enabling non-English speaking customers to access the platform and allowing companies to expand their reach to a global audience.
Under Maintenance
The Under Maintenance mode in the LivaChat application allows administrators to temporarily take the system offline for essential updates or maintenance. During this time, customers are notified of the ongoing maintenance and are unable to access the platform, ensuring no data loss or corruption occurs while changes are being made. If you want to redirect customers to a specific page during maintenance, you can specify the redirect URL in the designated input field. If left empty, the application's default maintenance page will be displayed.
Automation Functions
The Livechat application offers several automated features that reduce the amount of time users spend on repetitive tasks. These include Auto-Ticket-Close, Auto-Notification-Delete, Auto-delete-Trashed-Ticket, Auto-overdue-ticket, inactive Customers auto-delete.
Sidemenu Icon Style
In LivaChat, the vertical side menu bar can occupy significant screen space, potentially reducing the available workspace for users. To optimize the user interface, LivaChat offers a feature that collapses the vertical side menu into a compact icon menu bar. This enhancement provides users with more screen real estate, allowing for a more efficient and unobstructed work environment.
Trashed Tickets
The "Trashed Tickets" feature in LivaChat serves as a dedicated area for deleted tickets, storing them temporarily in the "Trashed" section. Tickets are automatically purged after a set retention period defined in the ticket settings, ensuring efficient data management and keeping the system organized.
Languages with RTL
Language capabilities are crucial for organizations that operate internationally or serve a diverse, multilingual customer base. The LiveChat application supports multiple languages, including right-to-left languages like Arabic and Hebrew, enhancing the customer experience and streamlining communication. By offering native language support, LiveChat not only improves customer satisfaction but also reduces the workload for staff and boosts overall efficiency.
Chat/Ticket History
The LiveChat application features a comprehensive chat/ticket history log that tracks every activity related to a chat/ticket, including updates, changes, and assignments. This detailed log helps agents monitor the chats and tickets progress and ensures all pertinent information is readily accessible for future reference, facilitating efficient and informed handling of customer inquiries.
Theme settings
The theme settings in LiveChat enable users to tailor the appearance of their chat interface to align with their brand identity. With options to customize primary and secondary colors, businesses can create a visually cohesive chat experience that enhances brand recognition and delivers a consistent, engaging experience for customers.
Bot Response
Elevate your customer service with the "Bot Response Setting" feature in LiveChat. Superadmins can set up automated responses to ensure consistent communication. During business hours, the bot delivers a predefined message if agents do not respond within a specified timeframe. Outside business hours or during holidays, it sends an alternative message. This feature guarantees timely communication, aligns with your business hours and holiday schedules, and enhances customer satisfaction by reducing wait times and addressing concerns even when agents are offline. Streamline your service and maintain uninterrupted support with this advanced automation tool.
S3 | Storage
By integrating S3 Cloud Storage with LiveChat, you enhance your application's storage capabilities, providing users with superior control and flexibility. This feature ensures seamless, secure, and scalable storage for all data, whether for individual users, businesses, or diverse audiences. Leveraging S3 Cloud Storage not only advances your application's data management but also improves performance, user experience, and security. It's a pivotal upgrade that transforms your storage solution into a more efficient and secure system.
Storj | Storage
Integrating Storj Cloud Storage with LiveChat elevates your application's storage capabilities by offering a decentralized, cost-effective, and highly secure solution. This integration provides a cutting-edge approach to data storage, ensuring that your users benefit from a robust and resilient system. By incorporating Storj, you're not merely adding a feature—you're embracing a modern, forward-thinking technology that positions your application at the forefront of data management. Experience a new standard in storage efficiency and security with Storj Cloud Storage integration.
Security Controls
Enable "Right-Click Protection" and "Text Selection Prevention" in the LivaChat application to enhance security against unauthorized actions and data breaches. These features prevent users from accessing the right-click context menu and restrict text selection, protecting sensitive content from being copied or manipulated. By implementing these measures, you ensure better control over confidential information and reduce the risk of unauthorized data extraction.
Domain Transfer
Easily transfer your LiveChat application from one domain to another using the Domain Transfer feature. With just a few clicks, download all essential files and database assets, and generate a secure Migration Token for authorization. Once the new domain is activated, the license from the previous domain is automatically revoked, ensuring a smooth and secure transition. Protect your data and settings while enjoying the flexibility of seamless migration with our user-friendly Domain Transfer tool.
