Live Chat

SODOO Live Chat: how the application is used, screen by screen.

Live Chat Channels

The Live Chat channels management screen

Overview

The SODOO Live Chat module offers a support channel integrated into your website. Visitors can ask their questions instantly, your sales team can reach prospects and support requests can be resolved quickly.

Real Time

Reply quickly to visitors with instant messaging. Typing indicator and read receipts.

Chatbot

Automatic answers to frequently asked questions. Automatic greeting outside working hours.

Operator Assignment

Route chats to suitable operators automatically or manually.

Mobile App

Follow and reply to chats on iOS and Android.

Installation

Placing the Widget

To add the live chat widget to your website, add the following code at the end of your page's <body> tag:

<script src="https://yoursite.com/im_livechat/loader/CHANNEL_ID" />
The widget code can be copied from the Live Chat > Channels > [Channel Name] > Widget tab.

Creating a Channel

You can create separate channels for each website or department:

  1. Go to the Live Chat > Channels menu
  2. Click the "New" button
  3. Enter the channel name (e.g. "Sales Support")
  4. Assign the operators
  5. Customise the welcome message
  6. Copy the widget code

Operators

Operators are the team members who answer live chat messages. Each operator can be assigned to more than one channel.

Feature Description
Maximum chats The number of chats an operator can handle at once (default: 5)
Priority The priority order in chat assignment (lower = higher priority)
Working hours The hours the operator is available
Status Online, Busy, Away, Offline

Chatbot

The chatbot reduces operator load by giving automatic answers to frequently asked questions. For complex questions it can hand the chat over to an operator.

Chatbot Scenarios

Welcome

Show a greeting when the visitor clicks the widget.

FAQ

Give predefined answers based on keywords.

Transfer

Hand the chat over to the right department for certain topics.

After Hours

Show a contact form while no operators are available.

Chatbot Commands

Command Description
/transfer [department] Transfer the chat to the given department
/ticket Create a new support ticket in Helpdesk
/lead Create a new lead in the CRM
/help Show the available commands

Canned Responses

Save frequently used replies as templates and send them quickly with shortcuts.

To use a canned response, type : in the chat box and enter the shortcut. For example, by typing :price you can insert the pricing information template.

Example Canned Responses

Reports

Various reports are available to track live chat performance:

Operator Statistics

Response time, number of chats, customer satisfaction scores.

Chat Durations

Average chat duration, first response time, waiting times.

Customer Rating

Post-chat satisfaction surveys and ratings.

Trend Analysis

Daily, weekly, monthly chat volume and quality trends.

Integrations

If the visitor is logged in, the operator can see the customer profile and order history.

Settings

Customising the Widget

Automatic Rules