Last Updated on July 8, 2019 by David
Classic Live Chat is a great chat mode to use if you’re staffed for dedicated live chat sessions with customers. It offers a consistent experience to customers in that they need to reserve a spot in line and wait for an agent to become available.
The added benefit of Classic Live Chat is that agents can see all live, queued, and even ended chats at a glance. Ended chats can even be converted to an email thread so agents can follow up at a later time.
Note: Classic Live Chat is a preference for most businesses as some businesses are transitioning to asynchronous chat (think Facebook Messenger, iMessage, etc). Re:amaze offers both. To read the difference between the two chat modes, click here.
If you’re using Classic Live Chat, it might be more efficient for an agent to immediately pick up the next customer chat session to reduce delays and confusions. Agents used to have to navigate back to the classic live chat menu to pick up the next chat. This new feature will allow you to auto assign the next chat!
To find this setting, navigate to Re:amaze settings > Messaging > Edit > toggle the “Automatically assign chats when chat ends” option.
