Personal live chat is a type of live chats designed for individual employees. Any user can set up a personal live chat to communicate with customers within a single BRIX interface.
Each conversation opens a session—a chat containing messages sent by a customer to your work email or instant messenger. You reply in these sessions, and customers receive your responses through the channel they used to contact you. Chat history in BRIX is available only to you.
For example, if customers contact an account executive via email and several messengers, the account executve can set up a personal live chat to manage all messages in one place.
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Only users with a BRIX Platform license can use personal live chats.
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Key features of personal live chat
With personal live chats, you can:
- Use Live Chats features for work communication.
Create a personal live chat in your profile settings and connect the channels you need to communicate with customers, such as email or instant messengers.
When a customer sends a message through any of these channels, a session opens in the Live Chats workplace where you can chat with them. You can also start a conversation from BRIX, sending a message directly to the customer's email or messenger.
- Link sessions to BRIX app items.
Add links to related records on the session page to quickly open a customer profile or the page of an order you are discussing.
System administrators can also enable messaging directly from the pages of these app items.
- Start business processes from the session page.
For example, place an order requested by a customer without navigating to other parts of the system.
To learn more, see: