Web messaging

A classic live chat ends when the browser window closes. Web messaging works like the messaging app on your phone: the history stays, and whoever comes back later simply picks up the conversation.

#Live chat and web messaging compared

#Why asynchronous takes pressure off

Customers write when it suits them and do not have to wait in a window. Agents can handle several conversations in parallel, because not every message needs an instant reply. For planning, a conversation no longer blocks a person's full time.

For that to work, expectations must be clear. Telling customers when to expect an answer does more than any typing indicator.

The rhythm changes for agents too. Instead of one conversation after another, they look after several at once. Routing makes sure nobody receives more conversations than they can handle well.

#What good messaging includes

• One queue with the other channels, so messages never wait in a side queue. See omnichannel.
• An entry point with an AI agent that answers simple questions at once and hands over with context.
• Attachments, forms and rich content where they resolve a request faster.
• Recognisable identity: signed-in customers see their earlier conversations on any device.
• Notifications for new replies, so nobody has to keep checking.

#Accessibility from the start

A messaging window is part of the website, and so part of what the European Accessibility Act requires of customer channels. That covers keyboard operation, screen-reader announcements for new messages and sufficient contrast.

#Web messaging in Univerx

Web messaging & chat runs in the Univerx Contact Center in the same queue as voice, email and messaging apps. Customers can pause and pick up later; agents see the whole history on the same desktop.