Daktela WebChat

Daktela Webchat enables in a simple way to add to your website or e-shop web live chat. It is a popular communication channel which should not be missed out on any sales web. Web chat design can be easily customized to reflect your website design. Operators handle incoming web chats directly in the Daktela application.





Basic Features


Custom chat box design

Daktela enables to customize chat box to match your website design. You can also edit all welcome texts, colors or you can choose from wide range of pre-defined styles. And if that's not enough, you can even make your complete own chat box using our developer library.


Visitor tracking

The webchat operator can see in real time from which webpage the webchat was initiated and also tracks all clicks and URL changes. Thus operator can react accordingly and adapts his/her reponse.


Chat reason codes

In every chat's queue you can set own chat's reason status code which will be chosen by your operators while leaving the chat. Based on that you can evaluate the most common types and areas of questions and make subsequent conclusions.


Chat transfers and consultation

Webchat's operator can transfer the chat to another operator or invite another operator or teamleader into his/her webchat for consultation.


Handle multiple chats

Daktela chat allows you to handle multiple chats at a time. You can set maximum concurrent chats for each agent per his/her capability. You can even make or receive calls during your work on webchats if needed and configured.


Chat transcripts

All webchat communication transcripts are saved and are automatically added to customer's communication history. You can even use the benefits of fulltext search if needed.


Advanced functions



Customized design of Webchat

We understand that there are situations in which you do not choose from a wide range of design style templates which are available in Daktela Webchat. For this purpose we have created a Daktela Webchat developer library intended for website developers. Using this library they can create complete custom design webchat boxes which 100% reflects your website design.




icp-analy-n


Webchat reports and statistics

Daktela provides a wide range of predefined webchats reports and operators performance which are calculated in real time. There are tools like realtime panel or LCD wallboard, which enables to use predefined wallboard widgets to build perfectly customized wallboards. The most commonly used reports offered by Daktela Webchats are for example: number of webchats in various queues, SLA, length of the webchats and individual performance of operators.




Integration with Helpdesk and CRM

Daktela WebChat is integrated into the CRM system and helpdesk. The operator already at the beginning of the chat sees customer’s contact card with complete communication history among all channels and all open and resolved helpdesk tickets. The operator can easily assign the webchat communication to existing helpdesk ticket or create a new one. Webchat is automatically assigned to customer’s contact card communication history.