Question
Why should I use live chat ormessaging? Are messaging and live chat different products? Is live chat the same as messaging?
Answer
Your account purchases theChat productand then can use communication channels like live chat or messaging. Admins canenable the messaging communication channelto allow agents and visitors to engage in messaging conversations instead of live chats.
Choose live chat or messaging based on the conversation experience you want to provide to your visitors and the workflows you desire for your agents.
Live chat |
Messaging |
Live chat offers real-time, session based and synchronous support for customers to receive 1:1 support from an agent on your website. |
Messaging conversations can occur in real time and across channels when necessary but can be picked back up without losing context or history. |
Live chat requires high involvement from both parties and has a beginning and an end. |
Messaging conversations can start and stop when convenient for the participants. |
In live chat, you route chats todepartments(oragent groupsif you use agent workspace), but cannot useomnichannel routing. |
In messaging, you route conversations togroups of agents, and can useomnichannel routing. |
For more information, see these articles:
2 Comments
引入消息链接在这个页面出现s to be broken
Yes, you are right. At this momentIntroducing messagingarticle is available internally.
However, you can review the archived version of this articlehere.
Hope it helps and please accept our apologies for all inconvenience with that.
Thank you
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