A webchat is a conversation channel embedded in a website or web application, typically displayed as a widget and connected to a contact center.
- check_circleThe visitor does not need to install an app.
- check_circlePrivacy and data collection must be disclosed.
- check_circleDisponibilidade humana e fallback precisam ser definidos.
Atenda no momento em que a dúvida aparece
In the webchat, the customer stays on the page while chatting. This helps in journeys such as purchase, registration, support, and sales requests, where leaving for another channel could interrupt the task.
The widget should be visible without covering important content or controls. On small screens, opening, closing, and keyboard need to be carefully tested.
Use contexto de navegação com transparência
Current page, visit source, and filled-in information can help route the contact, depending on integration and consent. The company must disclose data collection and limit data to what is necessary.
Before identifying the visitor, service can start anonymously or with few fields. Requiring an extensive form before the first message increases abandonment.
Defina o que acontece quando ninguém está disponível
The chat can enter a queue, use an initial bot, or be forwarded to another contact method. Outside business hours, the message must inform when a response will come and which options remain available.
The fallback should log the request instead of keeping the visitor waiting indefinitely. If there is a channel change, explain what will be preserved.
Preserve the conversation after the page changes
Navigation, reloading, and network fluctuations are common scenarios. Session identifiers and synchronization should keep confirmed messages without creating duplicates.
When contact already exists, integration can relate the conversation to available history. The team needs a way to correct wrong associations.
Measure entry, wait, and outcome
Widget opening is not the same as a started conversation. Sent message, assigned service, response, closure, and conversion are different stages.
Compare performance by page and reason to identify where content, product, or process generate more questions. The goal is not to increase chats, but to resolve the journey.
Bring service into the journey
Show your site and main contact reasons to OmniSmart to design widget, queues, hours, and integration.
verified Demonstration tailored to your process and your team's channels.