Live Chat Software Features

Customer Support

Respond to customers quickly with canned messages. Get notified of incoming chats, share files, and add tags to filter chats easily.

Canned responses
Predefined messages reduce response time
Chatbot
Offer 24x7 support, auto-book appointments & generate leads
Chat transcripts
Store conversations with customers as transcripts
Chat tags
Add tags to chat transcripts for quick filtering
File transfer
Send images, docs, and links during a chat session
Delivery status
Know if the customer has read the response
Sound notifications
Get notified of incoming chats

Escalations & transfer
Share chat sessions with other operators in real-time
Customer details
View customer details during an ongoing chat
24/7 self-help
Reduce tickets by up to 80% with knowledge base
Train new operators
Monitor ongoing chats and train new operators accordingly
SLA settings
Meet SLA requirements with time limits and deadlines
Pre-chat form
Capture customer details before the chat begins

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Support Channels

Connect with customers across all the channels they use – mobile apps, emails, and websites.

Website
Add live chat to your website and provide instant, real-time support to your customers.
Chat Links
Share the live chat link across all social media platforms or in your Gmail signature and connect with your customers in a secure, private environment.

Mobile apps
Leverage Chat SDK to add live chat to your Android and iOS apps for on-the-go customer support.
Email
Bring all customer support tickets in a shared inbox and track them closely from start to finish.

Customer Engagement

Initiate a chat with customers automatically or proactively based on behavior. Route chats to the right department for faster responses.

Chat history
Track your customer’s journey from start to finish
Visitor tracking
Track behavior through pages browsed & timespent
Call back
Schedule call backs for customers when chat is offline
Automatic greetings
Set up automated greetings based on visitor behavior
Custom greetings
Personalize chat greetings for each operator persona

Announcements
Announce sales, discounts, upcoming updates
Automatic chat routing
Route visitors to the correct department
Chat buttons
Grab visitor attention with chat buttons
Chat invitation popup
Create engaging pop-up chat invitations

Customization & Branding

Make your chat window match your company branding. Create agent profiles to add personality to your chat window.

Inactivity timeout
Set an inactivity timeout and maintain compliance
Company logo
Add your company logo
Eye catcher
Grab visitors’ attention
Customize chat window
Customize the colors of your chat window
White-label
Remove ‘Powered by ProProfs” from the chat window

Multiple languages
Provide chat support in 70+ languages
Custom domain
Manage all chats for multiple domains in one place
Separate chat window
Let visitors initiate a chat in a separate window
Chat queue
Let visitors know where they are in the support queue
Embed chat in email signatures
Offer customers an easy way to reach out for help

Reports & Analytics

Live chat features list also includes delightful reports and analytics. Learn how operators perform and help them improve with advanced reports and analytics.

Supervisor dashboard
Monitor chat operators closely and view reports
Statistics
Get a summary of key stats including chats received, responded, missed, and rated
Chat report
Review the overall rating, individual operator rating, and operator performance

Workforce management
Hourly chat reports for efficient staffing allocation
Timesheet
Monitor operator efficiency - track login hours, active days, and more
Export reports
Download reports as a CSV file and review later

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Smart APIs

Record your customers’ journey and push their chat conversations, browsing, and purchasing patterns to your favorite third-party applications.

Report via API
Exchange reports with any third-party application
Grow contacts
Send pre-chat form contact details to your third-party integrations using API

Send offline messages
Capture customer pain-points and auto-push to your integrated systems using API
Auto-save transcripts
Send customer conversations to your favorite CRM or help desk via API

Integrations

Integrate ProProfs Chat with your favorite tools, including Microsoft Dynamics 365 CRM and WordPress. Create a support bundle and build delightful customer experiences.

Customer Relationship Management
Integrate with Salesforce, Microsoft Dynamics 365, Zoho, Sugar CRM, Highrise, and more
Content Management System
Integrate chat with your favorite CMS including WordPress, Wix, DNN, Drupal, Joomla, and more
Email marketing
Connect live chat with MailChimp, iContact, ActiveCampaign, GetResponse, and more

eCommerce
Offer proactive support on Shopify, Magento, 3d Cart, Volusion, XCart, Bigcommerce, OpenCart, and more
Help Desk
Integrate with Zendesk, Salesforce Desk, ProProfs Help Desk and never miss a support opportunity
Analytics
Track qualified leads and monitor your lead goals with Google Analytics integration

Team Management

Create operator groups, define roles and responsibilities, and manage how many chats operators can manage simultaneously.

Supervise chats
Allow admins to supervise chats and intervene
Audit & Admin Controls
Review chat transcripts & performance with reports
Create departments
Manage chats and operators using departments
Roles & permissions
Define responsibilities for admins and operators and restrict dashboard views

Chat limit
Limit how many chats an operator can manage at one limit
Enable operator selection
Allow visitors to choose their preferred operator when initiating a chat
Operator-to-operator chat
Operators can collaborate for faster resolution

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Customer Feedback

Get instant feedback on chat quality, operator performance, and more.

Post-chat survey
Capture visitor feedback immediately after a chat ends

Operator rating
Encourage visitors to rate chat operator performance

Anytime, Anywhere

Provide anytime, anywhere support to customers seamlessly across devices.

Web app
Works across browsers such as Chrome and Firefox

Mobile app
Works on both iOS and Android devices

Security & Permissions

SSL encryption. High uptime and reliability powered by servers hosted with Softlayer (IBM) in the USA.

IP restriction
Block IP addresses and spam
Restrict Access
Allow admins to control operator view

Vault
Restore accidental deletion of data
Single sign-on
Simplify operator authentication process with single sign-on

A Complete Support Suite

Handle offline messages with our built-in ticketing system. Provide 24*7 self-help with Knowledge Base, and capture customer feedback with Surveys, and train operators accordingly.

ProProfs Help Desk
Missed chats or messages auto-convert into tickets
ProProfs Knowledge Base
Provide 24*7 self-help to customers with help articles covering FAQs

ProProfs Survey Maker
Gather customer feedback with professionally built surveys
ProProfs Training Maker
100+ professionally built courses & assessments to train and test operators