Dashboard

to
Total Chats
247
+12% from last period
Satisfaction Rate
94%
+3% from last period
Avg Response Time
28s
-8s from last period
Missed Chats
12
-5 from last period

Chat Volume

Satisfaction Breakdown

Agent Performance

Agent Chats Avg Response Satisfaction Status
TK
Takeshi Kimura
takeshi@hotela.com
 89 24s 96% Online
YS
Yuki Sato
yuki@hotela.com
 76 31s 93% Online
MN
Mai Nakamura
mai@hotela.com
 82 27s 91% Away

Reports

Chat Availability

87%

Average team availability

Chat Satisfaction

94% Good (231) 6% Bad (16)

Chat Engagement

4.2

Avg messages per chat

Response Time Distribution

Team

Agent Role Chat Limit Working Hours Status Actions
TK
Takeshi Kimura
takeshi@hotela.com
 Sales Rep 5 concurrent 9:00 - 18:00 Online
YS
Yuki Sato
yuki@hotela.com
 Sales Rep 5 concurrent 10:00 - 19:00 Online
MN
Mai Nakamura
mai@hotela.com
 Senior Rep 8 concurrent 8:00 - 17:00 Away

Canned Responses

Settings

Widget
Forms
Chat Settings
Security

Widget Appearance

Show Eye-catcher

Display a message bubble to grab visitor attention

Sound Notifications

Play a sound when new messages arrive

Pre-chat Form

Enable Pre-chat Form

Collect visitor info before starting chat

Require Name

Ask for visitor's name

Require Email

Ask for visitor's email address

Post-chat Form

Enable Rating

Ask visitors to rate the chat experience

Chat Assignment

Auto: Chats are evenly distributed. Manual: Agents pick from queue.

Inactivity Timeouts

Transcript Forwarding

Automatically email chat transcripts after each conversation ends

Banned Visitors

No banned visitors

Banned visitors won't see the chat widget or appear in traffic

Credit Card Masking

Mask credit card numbers

Automatically hide credit card numbers in chats (XXX-XXXX-XXXX-1234)

Chat Archives

to
Visitor Agent Date Duration Rating Actions
JD
John Doe
john@example.com
 Takeshi Kimura Dec 12, 2025 14:32 8m 24s Good
AS
Alice Smith
alice@example.com
 Yuki Sato Dec 12, 2025 11:15 12m 08s Good

Live Traffic

Visitors Online
12
In Queue
3
Chatting Now
5

Online Visitors

Visitor Current Page Country Time on Site Actions

Routing Rules

No routing rules yet

Create rules to automatically route chats based on visitor attributes