Chat Desk Overview

Available on our Interact and Transact packages only.

What is Chat Desk?

Chat Desk is an easy-to-use web-based application that enables real-time communication with your customers via a single web interface. It allows your customers to contact you via multiple channels while your customer service agents manage and respond to these customer messages from one, central web-based agent desk. Chat Desk also makes monitoring queries, chats, agent performance, and SLAs easier so you can ensure your customers are receiving the best and most efficient service.
  • Channels currently supported on Chat Desk: WhatsApp, SMS.
  • Recommended web browser: Google Chrome.
  • Devices supported: Laptops and desktops; not mobile devices or tablets.
The main features include:
  • ​Chat Desk Dashboard (for supervisors only)
    • Monitor agent performance and availability.
    • View customers' engagement behavior.
    • Configure various account settings and preferences.
    • Set up and manage departments.
    • Download transcripts.
    • Launch the Supervisor Desk and Agent Desk.
  • ​Supervisor Desk (for supervisors only)
    • Agent management – add, edit and remove agents and departments.
    • Agent scheduling – manage your agents, define agent chat capacity, and describe how chats should be routed.
    • Real-time dashboard to review chat activity and agent performance.
    • Management of Chat Desk preferences, e.g., brand colors and logo, transcripts, auto-responders, expiration durations, etc.
    • Set up customer surveys and tagging systems.
  • ​Agent Desk (for agents to engage with end-users across multiple chat channels in real-time)
    • Two-way rich media support (e.g. PDF, Microsoft docs, images, videos, voice notes).
    • Location sharing.
    • Using canned replies.
    • Payment requests via Chat 2 Pay.
    • Chat history retrieval and note creation on tickets.
    • Ability to transfer chats to other agents/departments.
    • View customer details from 3rd party applications.