Chat360’s Live Chat unifies conversations from WhatsApp, Web, Facebook, Instagram, Telegram, Twitter, SMS, and Google Business Messages into one real-time dashboard. Support teams can monitor and respond to all incoming traffic without switching platforms.

• Chat Room Sections

Incoming chats are organized by status:

• Unassigned: Active bot-driven or user-initiated conversations awaiting agent assignment.
• Assigned: Chats taken over by a specific agent for one-on-one handling.
• Archived: Completed or inactive threads retained for audit and reference.

• Unassigned Section Features

Even while the bot is interacting, an Admin can step in at any moment:

• Enter Chat: Jump into a live conversation to take control.
• AI Tone & Translation: Automatically adjust message tone (e.g., friendly, formal) and translate into the user’s chosen language.
• Create Ticket: Spin up a support ticket with prefilled issue details.
• Attachments & Quick Replies: Share images, documents, emojis, or send templated responses in one click.
• Sticker Support: Liven up the exchange with chat stickers.

• Activity Status

• The Activity Status section offers robust monitoring by separating two key areas: visitor/bot/live chat activity and agent session time logs. This enhances tracking and operational transparency in Live Chat platforms.

• Visitor, Bot & Live Chat Activity

This part of the Activity Status feature meticulously records all interactions:

• Keeps a real-time log of actions taken by visitors, bots, and live chat sessions, including session start and completion statuses.
• Enables easy date-wise filtering, so you can review chat activity for any desired period.
• Supports clear chronological tracking of chat flow and user engagement across all sessions.

• Agent Session Time & Agent Logs

Agent logs provide administrators with detailed visibility into how agents interact with visitors during chats:

• View both total session time and current active session time for each agent, on a per-visitor basis.
• Track every agent who has interacted with a particular visitor, capturing the complete engagement timeline.
• Monitor cumulative session duration from all participating agents, ensuring a full account of conversation handling.

This breakdown not only clarifies agent accountability but also significantly streamlines oversight, making it easier to identify bottlenecks and improve support processes.

• Managing Chat Status

Once a query is handled, agents or managers can update the chat lifecycle:

• Resolve Chat: Mark the conversation as complete.
• Mark as Abandoned: Close out chats where the user has dropped off.
• Label as Critical: Flag high-priority issues for escalation.
• Add a Comment: Annotate the chat with context or next steps.
• Send Feedback Prompt: Optionally request user feedback before closing.

• Saving Contacts for Follow-Up

Capture hot leads or important users directly from chat:

• In the Live Chat header, click the “⋯” menu → Save Contact.
• Enter Name, Phone Number, Tags, and any custom fields.
• Retrieve saved contacts later under Contacts for marketing or support follow-ups.

• Transcripts & Compliance

Maintain a record of every interaction:

• Download Chat Transcript: Click the download icon to export a full conversation log—for audits, training, or compliance.

• Blocking & Unblocking

Protect your team from abuse or spam:

• In a chatroom’s “⋯” menu, choose Block → select duration → Continue.
• To restore access, repeat and select Unblock.

• Use Case Examples

• E-Commerce Support: A customer hits “Enter Chat” during the returns flow to clarify policy.
• Multilingual Assistance: A Spanish-speaking user is auto-translated, and tone is set to “formal” when an enterprise client connects.
• Lead Generation: High-value prospects are saved as contacts for personalized follow-up campaigns.