Nutshell’s Web chat enables visitors to your website to start a live chat with your team to connect right away and get the answers they need—and enables your business to provide a better experience for visitors and generate more leads.
With the most recent updates, chat agents can gain greater control over their availability and real-time insights into visitor activity.
What’s changed in Web Chat?
New features in our Web chat improvements include:
Automatic agent availability
Chat agents can now choose to set their availability automatically or manually. Selecting automatic availability will mark them as available to accept chats whenever they are logged in and actively using Nutshell. Manual availability requires agents to toggle their availability on or off manually when they are ready to accept chats.
When agents manually toggle their status to Offline, that status will remain in effect until the next business day, even if they’ve turned on the automatic availability setting.
Live visitor chat presence
When a visitor is actively chatting with your team, their chat will show a green dot and Chatting now status. Inactive visitors will have a gray dot and a status indicating when the chat was last seen.
Chats now also display the page a visitor is currently viewing while chatting, so your team has the information they need to respond accurately.
Clearer message timestamps
Every chat message now also displays a timestamp when hovered over, helping agents better track conversations.
Agents page updates
Admins can view and manage their Chat agents from the Agents page, which has also received several improvements:
The Agents page is now in the secondary navigation, making it more accessible for admins
The agent list is now alphabetized for easier management
The status column is now a toggle instead of a popover, enabling fewer clicks
How do I access Web chat?
Web chat is currently included in the Nutshell Engagement Foundation plan, which is available during the beta period for $0/month to all customers with any Nutshell Sales plan.
All you need to do to start leveraging web chat in your lead generation strategy is go to Engagement > Setup and select Chat to customize and enable your live Chat widget.
Offering a seamless web chat experience for your website visitors—and an enjoyable software experience for your team—is all in the details. These updates work together to take Web chat to the next level so you can optimize the visitor experience and gain more leads in the process.
Ready to gain more insight into the people visiting your website with live chat? Set up Web chatfor free during the beta period! You can also contact the support team with any questions.
