Web Chat
Syntelate XA’s web chat functionality lets customers communicate with an agent via a web chat widget on your website. A web chat takes the form of an exchange of instant messages.
For agents, chats take place in Syntelate XA.
Demo Video
The following video shows how web chat works in Syntelate XA. It also describes some key features, such as topics and smart text.
Written Example
Don’t want to watch the video? The following example describes how web chat works in Syntelate XA.
EXAMPLE
Emily is on the Inisoft Travel website.
Emily would like to ask a question about a holiday she has booked, so she clicks Chat with us. She is asked to enter some basic personal details.
After entering these details and clicking START CHAT, Emily is connected to an agent: Jack.
Emily types her question in the text box and clicks SEND.
For Jack, the web chat opens in Syntelate XA.
Because Emily’s email address matches an existing customer record, her details are shown.
Features
Some of the key features of web chat are described below.
Sentiment Analysis
Sentiment Analysis helps agents create a positive experience for customers. When Sentiment Analysis is enabled, Syntelate XA displays a sentiment rating for each inbound and outbound chat message. Possible ratings are positive, neutral or negative. The customer does not see the sentiment ratings. Only the agent can see them.
Configuration
If you add Sentiment Analysis to one of your channels, Inisoft Support will configure it for you.
When it is implemented, you have the ability to control whether Sentiment Analysis is on or off. You can switch Sentiment Analysis on and off using the SentimentAnalysis setting in the GENERAL table.
Availability
The AI features in Syntelate XA are powered by the Azure OpenAI API and are available individually as add-ons. See Channels for more information.
Agent Experience
For more information on the agent experience of Sentiment Analysis, see Handling Chats.
Sentiment Analysis Reporting
You can add a Sentiment Analysis report to your Syntelate XA Dashboard Desktop. With this report, supervisors can monitor the average sentiment ratings of customer interactions by channel. See Sentiment Analysis in the
Rewriter
Agents can use Rewriter to improve their email and chat messages. Rewriter is an AI-powered assistant in Syntelate XA that:
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Analyzes the agent's written content,
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Corrects any spelling, grammatical, and punctuation errors,
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Rewrites it in a formal style,
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And presents the agent with suggested replacements.
Configuration
If you add Rewriter to one of your channels, Inisoft Support will configure it for you.
When it is implemented, you have the ability to control whether Rewriter is on or off. You can switch Rewriter on and off using the AIRewrite setting in the GENERAL table.
Availability
The AI features in Syntelate XA are powered by the Azure OpenAI API and are available individually as add-ons. See Channels for more information.
Agent Experience
See Using Rewriter to understand how it works in practice for agents.
Smart Text
Smart text is text that an agent can quickly insert into a chat, for example Hi, [CONTACT.FORENAME]. I can help you with that.
Smart text can include references to data. For example, when an agent sends the above smart text, [CONTACT.FORENAME] would be replaced with the customer’s first name: Hi, Emily. I can help you with that.
Auto-responses
In web chats, an auto-response is a message that a chat can automatically send to the customer when specific events occur. For example, when either the agent or the customer has not sent a message for a while:
- I haven’t heard from you for a while. Are you still there?
- Sorry for the delay. I’ll get back to you soon.
The content and settings of auto-responses are configured in the Message Gateway tile of Syntelate Studio. You can find instructions in the Setting the Chat Messages topic of
Surveys
Pre-chat surveys are questions that can be sent to customers before they are connected to a chat agent.
Post-chat surveys tailored to the selected topic can be sent after the chat has ended.
The content of surveys is configured during the requirements gathering stage. If you need to make any changes to your surveys, contact Inisoft Support (+44 (0)800 668 1290, support@inisoft.com).
Topics
You can define different topics, such as Personal Travel and Business Travel. You can then associate each topic with a different agent group.
You can allow the customer to select the topic when they start a web chat:
Alternatively, you can automatically set the topic based on the web page from which the customer starts the chat. For example, if a customer starts a web chat from www.inisoft.com/business, you could automatically set the topic to Business Travel.
Transfer
Agents can transfer a web chat from one topic to another.
Agents can also transfer the web chat to another agent who deals with the same topic. They might need to do this, say, if the customer has a second question that they can’t help with.
Note: See
Handle Multiple Chats
Agents can handle multiple chats at a time — you can choose how many. This can even be a mix of web, SMS, and social media chats.
Attachments
Agents and customers can upload files to be attached to a current chat conversation. For example, they could upload a photograph or a scanned document.
Customer Feedback
At the end of a web chat, customers can leave feedback:
You can choose to use either thumbs up / thumbs down or a 1 to 5 star rating.
All customer feedback is written to the
Email Transcript
The customer can choose to be emailed the web chat transcript. The agent can also select for this to happen.
Leave a Message
When no agents are available for web chat, a customer can instead leave a message:
Customizable Widget
You can fully customize the web chat widget, including:
- Setting the colors and logos that it uses
- Defining the days and times that it is visible on your website
Settings
Various general settings are relevant to web chat. See the GENERAL database table.
Some advanced configuration options for web chat are held in
More Information
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Description |
|---|---|
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Explains how chat (which includes web chat, SMS chat, and social media chat) works from an agent’s point of view. |
| Designer | Explains how to design desktops for your agents. To let your agents handle chats, add a Chat control to the desktop. |
| Message Gateways Configuration | Explains how to configure web chat topics and leave a message gateways. |
| Smart Text Editor | Explains how to configure smart text for chat. |
| Web Chat Config. | Explains how to configure the web chat widget for your company’s website. |