Web chat

Real-time customer communication

Enable your customers to write to you directly from the website while browsing products or researching services.

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Three steps to set up the web chat in Omnilinx

Choose the people from the team who will handle messages from the web chat. Need to send the traffic from the web chat in specific order to the team members? The smart routing function helps you distribute the messages from the chat to the most knowledgeable, most active, or least active team member.
Customize the web chat – personalize the colors, the greeting to the customer and the data that you would collect from users, such as email and phone number, before they write in the chat.
Fine-tune the business hours and the canned responses. Take a look at the available reports such as chat volume and resolution times.

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Why integrate your web chat into Omnilinx

Increased efficiency

With an omnichannel platform such as Omnilinx, chat conversations are centralized, making it easier for agents to manage multiple chat conversations, emails, phone calls at once, leading to an increase in efficiency and productivity.

Multiple websites in one business account

If you manage multiple websites, you don't need to create a separate profile in Omnilinx for each of them. With our platform, you handle the web chat across all your sites within a single account.

Unlimited chats and agnets

Unlike other omnichannel platforms, Omnilinx has no limit on the number of the active customer chats. Even with a high volume of chat conversations, you'll be able to pay attention to each one without having to keep track of the number of sessions.

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Enhance customer satisfaction and support teams performance with:

Web chat personalization

Set your brand colors on the chat window of your website, add a custom message to greet the visitors of the website and ask them to provide you with a phone number and email before they start the chat.

Group messages

Add colleagues from different departments to the chat with a customer, according to their expertise, or transfer the chat to another teammate.

Notes to the chats

Leave notes in the chat for internal purposes, that are invisible to the client.

Turn the web chat messages into tickets with a deadline and an asignee

Any message that requires follow-up can be transformed with a click into a ticket. Agents can assign task to themselves or delegate it to a teammate with more relevant expertise.

Chat history

According to your price plan, the platform keeps history of previous conversations with customers up to 3 years. This way, you will be able to track previous interactions with the brand, so that you don't have to start the communication from scratch.

File transfer

Rich media support: Omnilinx web chat can also support the sharing of rich media, such as images or files, making it an effective channel for issue resolution or providing additional information.