Universal Chat enables your customers to message you from your website or application. Universal Chat is deeply integrated with Salted CX AI features, Live Conversations, Your Logic and analytics. It does its best to simplify collection of customer feedback and important metrics to help get deeper insight into both quality of the conversations and performance.
You can use Universal Chat on multiple websites and have multiple brands that have different look and feel and behavior. Check Universal Chat Settings to learn how to customize Universal Chat and include it in your website or application.
To use Universal Chat connected to you Salted CX account follow instructions in Universal Chat Integration. We also recommend to go through Your Logic Implementation Tips when implementing Your Logic to provide the best possible customer experience.
Open Universal Chat
Universal Chat takes very little space by default. It is represented by a chat bubble in the bottom right corner of the website ①. If users click the chat icon Universal Chat automatically opens a new conversation and focus the response field ⑤, so the customer can immediately ask for help.
Messages
Messages are in chat bubbles color coded based on brand settings in Universal Chat settings. Small avatars indicate whether the message was sent by a bot or by a living agent. All messages no matter from which agent or bot are sent have the same color as we do not provide the customer insight into inner workings of you contact center.
Files
Customers can upload files by pressing the paperclip icon 
. They can always choose a file from their computer. In case the customer is using a phone or similar device they can also capture a new photo using their camera. Customers can upload multiple files at once. Limit for individual files is 10MB.
Questions
Agents or Your Logic can ask the customer questions. In that case a customers receives a question and set of possible answers answers 
. Customers can click one of the answers.
Universal Chat enables the customers NOT to answer the question and write a free text reply. This is intentional to give the customer maximum freedom in communicating modality they prefer.
Agents can ask questions from Live Conversations. Your Logic can ask questions by using their PID in Salted CX or create ad-hod questions with custom answers that are dynamically generated.
Conversations
Universal Chat enables the customer to have multiple conversations opened in their chat session. The list of conversations show the last message sent in the chat session either by the customer or by agents. Customers can click the conversations to open them or click Start new conversation to start a new one.
Conversations in the list have 3 possible states:
- In Progress — the conversation is in progress and there is nothing new from the last time the customer had the conversation open.
- New Message — the conversation is in progress and there are new messages from the agents. The number of the new messages is indicated in the badge.
- Completed — the conversation is marked as completed. This is just an indicator that helps customer see which conversations no longer require attention. However customers can still open a completed conversation and return it to in progress conversations by sending a message.
