Daktela Webchat provides a simple, quick and easy way to add chat features to your website or e-shop. Agents handle incoming web chats directly in the Daktela application in the same way as any other communication medium. Our web chat design can easily be customised to reflect your website design.
Customised design of Webchat
For those who prefer not to use one of our pre-designed style templates, we have created a Daktela Webchat developer library intended for website developers. Using this library they can create a complete custom design webchat template to fully reflect your website design.
Webchat reports and statistics
Daktela provides a wide range of predefined webchats reports and performance statistics which are calculated in real time. There are tools like realtime panel or LCD wallboard, which enables the use of predefined wallboard widgets to build perfectly customised 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 agents.
Integration with Helpdesk and CRM
Daktela WebChat is integrated into the CRM system and helpdesk. At the beginning of the chat the agent sees the customer’s contact card with complete communication history among all channels and all open and resolved helpdesk tickets. The agent can easily assign the webchat communication to an existing helpdesk ticket or create a new one. Webchat is automatically assigned to customer’s contact card communication history.