The Overcentric Chat tool provides a seamless, integrated chat widget for your website and product, enabling you to offer fast, in-context customer support. It gives your team a comprehensive view of the user they are chatting with, from their technical environment to their recent activity, helping them resolve issues quickly and effectively.
The main chat dashboard is your central hub for managing conversations. It's designed to give you a quick overview of your support activity.
Chat List: The left sidebar lists all your open and closed chats. You can use the search bar and filters to quickly find a specific conversation.
Chat Analytics: The right panel displays a graph of Daily chats for the last 30 days, helping you monitor support volume and spot trends. Below the graph, key metrics show you the total number of chats and differentiate between conversations originating from Website visitors and Product users.
Clicking on a chat opens the detailed conversation view, where you can communicate with the user and access all the contextual information you need.
This is where you'll see the full chat history. The input box at the bottom allows you to Reply to the User or add Internal Notes for your team, keeping your communication organized and efficient.
The sidebar on the right provides crucial information about the user and their session, giving you the context you need to provide personalized and effective support.
Information:
User ID & Email: Quickly identify who you're talking to and link the chat to their user profile.
Country & Device: See the user's location, browser, and operating system, which is invaluable for replicating and debugging technical issues.
Activity:
Last URL: See the page the user was on when they sent their message.
Live Events: A powerful feature that lets you view the user's live events as they happen, giving you real-time insight into their actions and helping you understand their problem without needing to ask.
Actions:
Mark as read: Manually mark a chat as read.
Close chat: Resolve and close the conversation.