Live Chat Definitions
What is Live Chat?
Live Chat is an online communications app that lets you speak with your website visitors in real-time. Our solution allows you to respond to customer requests from Microsoft Teams, Slack, or a web dashboard so you never miss a custom question or inbound sales lead.
Live Chat Terminology
We've put together a list of terminology we use in our live chat status reports so that you can understand what each type of chat status means.
Live Chat Answered: This means that the live chat was answered by a live chat agent and the customer and agent actively chatted
Offline: This chat status means that a live chat message was left in the offline chat form and sent to the chat history and to the chat transcript email addresses
Missed - Visitor Timeout: This chat status means that the website visitor requested a live chat and waited until the chat timeout period has expired. At this point, the visitor would see the configured Missed Chat Message.
Missed - Abandoned: The Missed - Abandoned chat status means that we a website visitor started a live chat request, then before the timeout period expired, navigated away from the live chat page or closed the browser window.
Missed - Visitor Closed: The Visitor Closed chat status means that the website visitor requested a live chat but then clicked the X button to close the chat before any agent answered.