Features
Categories | Features | Actual Benefit | Description | Notes |
Chat tools feature | ||||
Message sneak-peek | Helps Agents to Reply faster | Everything that your customers are typing is visible to you before they send it over. You can search for an answer faster and respond in seconds. | ||
Smart Responses | Save time on repeated questions and responses | Save answers to frequently asked questions quickly. Just a few keystrokes will allow you to reuse them in conversations. | ||
Chat tags | Helps you track each and record every conversation. Enhanced reporting through the use of tags | Give your chats context by adding tags. You'll always be aware of the topics and issues your clients are discussing. Utilize tags to filter reports and compare numbers between various case types. | ||
File sharing | Sharing the files easily. | To send files over chat, click on the attach button, Share catalogs, offers, and screenshots. Anything that facilitates easier customer support. | ||
Chat History | Look up previous chats. | Every conversation is recorded and accessible at a later time. To locate conversations that contain a specific word, were handled by a specific agent, or took place at a particular time, use filters. | ||
Inactivity messages | Helps you to never again lose a lead. | Even when your agents are too busy to respond right away, stay in contact with your customers by asking them to fill a form to be contacted soon | ||
Notifications | Never miss a conversation. | The Zotly app's audio and visual alerts make sure that no chat or new message is missed. Which notifications you wish to receive is up to you. | ||
Upload knowledge base | AI-driven knowledge base available to your clients. | Knowledge base software for instant customer support and simple self-service. It can be bulk uploaded and can be used by the user who is taking chats with ease. The details pop up with the nearest answer when the website visitor enters the keyword that has been fed into the knowledge base. | ||
In activity time outs | Set inactivity timeouts | You get to set in activity time to transfer the chat /archive/put back in the queue based on the agents' or website visitors' response | ||
Queued Messages | Setup up custom Queued message | You have an option to set up a customized Queued message when all agents have hit their chat limit, with a time when the website visitors are going to be attended. | ||
Web hooks | Build an integration that’s right for you | Use webhooks to create custom Zotly integrations. For example, pull customer data straight from your database and display it in Zotly whenever a chat with a returning customer starts. | ||
Integrations | Improve your workflow by connecting Zotly with apps you use every day. | Currently, we have an option to integrate with Zapier, webhooks, our API, OpenAI, Google, and Dialogflow chatbots. | ||
Restrict IP addresses | Ban a website visitor from troubling | Ban a website visitor from troubling | ||
Lead/Service Forms | Forwarding Lead or support inquiries further | You can use our Lead/Support form to further forward the details to the relevant department with the website visitors' contact details | ||
Custom Fields in the Forms | Capture customized details | You can choose to add a customized field in the lead/support form to collect the details as per the qualifying criteria. | ||
Website Visitor Resolution | Turn anonymous website visitors into hot prospects | Populate the contact and company details of the website visitors so you can follow up through any media you choose. | Coming Soon | |
Chat Info | Details of the particular chat | Details like whether the visitor type a new or a returning visitor, started on URL, Web domain | ||
Location Info | Website visitor's location | Website visitors' location, like the country, state, and city, currency, and language. | ||
Technology info | Visitors system information | Website visitors' system information, like the IP address, browser, and OS | ||
Multiple websites | Add multiple websites to the account | You have an option to add multiple websites to your account and get the chats and the data uniquely for all the websites you add | ||
Chat Bots | Create your own bot and automate customer service with AI | Help customers instantly with an AI-driven Chatbot | ||
Chat Widget Customization | ||||
Default Avatar | Set Default Avatar for all your agents | You can choose to set a default avatar a renown face for all your chats or change the profile pic for each agent. | ||
Customization (Brand and color) | Maintain a consistent brand. Make changes to the chat widget's appearance and feel. | You can instantly change the Chat Widget's theme, colors, and position with the live editor. There's no need to continually switch between your website and the Chat settings. Select how the Chat Widget appears on your website to give users a customized desktop and mobile experience. | ||
Remove Zotly Brand | You can remove the Zotly Brand at the click of a switch. | Completely customize your customers website experience. | ||
Agent Profiles | Incorporate a personal touch. Making the conversations more personal. | In the chat widget, change your name, title, and profile photo. Select a picture from our collection or upload your own. | ||
Languages (Chat in multiple languages) | Communicating in as many as 45+ languages. | Talk to the visitors in their native language. The greetings and chat widget are available in more than 45+ languages. | ||
Chat transcripts (Website Visitors can send the transcript to their email) | Save the important chat conversations. | The clients can save a chat for later use by sending an email requesting a transcript. | ||
Forever Conversations | All chats will be available to the website visitor and the agent to ensure continuity of conversations. | |||
Customized Eye Catcher | Attract attention from your visitors | With eye-catching features, the chat widget will stand out on your website. | ||
White label | Highlighting your brand | You can choose to White label the chat widget to highlight your brand on the website. | ||
Reports & analytics | ||||
Chat reports (Total chats, Missed chats, Greetings conversion, Chat satisfaction, Chat engagement, Chat surveys, Chat availability) | Growth-oriented insights | Analyze your performance and identify areas for improvement in your customer service. | ||
Report Export | Make personalized reports | You can save each report as a CSV file. You can also schedule reports to receive all of your customer service information directly into your email on a daily, weekly, or monthly basis. | ||
Data Export | Export all chat transcripts for detailed analysis. | Utilize AI or plain old Human Intelligence to review all chat transcripts to identify common objections, frequent questions, new feature/product requests and more. | ||
Agent reports | Support the improvement of your team. | Keep a track of the performance of your Online Sales Development Representatives (OSDRs) with Zotly's comprehensive data. | ||
Customer reports | Never let a customer leave again. | To ensure that you never miss a sale, find out who the customers who left the chat queue are and send them a quick message. | ||
Filters | View only the data that you require. | You can filter any report to display results only for particular circumstances. Simplifying data analysis. | ||
Dashboard | Your achievements are visible to all. | Instantly share your Zotly stats with your team. | ||
Customer Engagement | ||||
Eye Catchers | Grab your visitors attention | Want to let everyone know you offer live chat support? With eye-catchers, the chat widget will stand out on your website. | ||
Routing rules (URL Rules) | Chat widget active and non-active in specific URL's | You can decide on which specific pages the chat widget needs to be active and non-active based on this feature | ||
Chat assignment | Handle all chats with ease | Agents can choose to manually pick chats from the queue or have them routed automatically. You won't miss out on any conversations thanks to Zotly app. | ||
Greeting messages (Welcome message for new customers and return greet for returning customers) | Polite invitation | We set the window to politely invite a discussion giving the visitor the option to gain live customer support or simply continue to peruse your site at their leisure | ||
Customized Greeting messages in specfic URL | Helps to greet visitors specific to the content of that page | We can set up specific greetings to specific pages of the website which will enhance user experience to start the chat for example if it is a demo page we can set a page pertaining to that. | ||
Chat ratings | Boost the quality of your customer services. | To find out if your customers are satisfied with their live chat experience they rate the chat by giving a thumbs up or down and also have an option to leave a comment. | ||
Team Management | ||||
Zotly's Live Chat Team | After hours coverage | You can choose to have in-house agents and, during after-hours, set up Zotly team to handle all your chats. | ||
Agent accounts | All personnel on board | Make as many accounts for agents as you require. | ||
Chat supervision | Assist your teammates. | Utilize supervision to monitor the performance of your agents and provide assistance as required. | ||
User roles and Permissions | Select the person in charge. | Assign responsibilities and duties to team members. Based on the role of the user we can grant or revoke access to the features. | ||
Chat limit | Put a chat limit. | The maximum number of chats an agent can have at once can be activated. By doing this, you can ensure that new agents aren't overloaded with chats. | ||
Work scheduler | Easily schedule shifts | Using the work scheduling, you can decide when your agents accept chats. | ||
Chat Take over | Allows a supervisor to take control of a difficult chat. | The supervisor may step in quickly and the agent receives direct assistance, and the visitor is not inconvenienced. | ||
Transfer a chat | Transfer chats to the sales team | The supervisor can take over a chat and then directly hand over the chat to the sales team member. | ||
AI Powered Knowledge base | Work with AI Powered Knowledge base makes it simpler for the agents | Upload the knowledge base and our AI will prompt to the agents picking up the keywords that the customer type in | ||
Departments and Sub-Departments | Helps in coordinating Sale movement within different departments | Agent can take the chat and assign the chat according to the routing logic to the right department through this option. | ||
Messaging Channels | ||||
Chat Widget | Add the chat widget to as many websites and apps as you want. Use and pay for just one Zotly account | You can add multiple websites under one Zotly account and have the chat widgets activated in all the pages to engage with the your website visitors. | ||
Facebook Messenger | Connect with customers on Facebook | Send and reply to Facebook messages from within Zotly. All your communication stays in one place, saving your team’s time on switching between tabs. | ||
Connect with customers on WhatsApp | Connect with over 2.4 billion users through the WhatsApp Business integration. | |||
Telegram Viber SMS Line Zalo Slack Zendesk | Connect with customers on everywhere | One centraliesed for all your messaging channels that can be managed by your AI Chatbot avatar | ||
Sales & Ecommerce | ||||
Customer Data | Get to know your customers. | You can fill your CRM with customer data from pre-chat surveys, chat interactions, and previous orders. | ||
E-commerce integrations | You can boost Your Sales with Ecommerce Apps | We've got you covered with the Shopify integration and other integrations, including WooCommerce, BigCommerce, and other SaaS products you run your business on. | Coming soon | |
Analytics | We offer Integration with GA4 etc | Google Analytics 4 (GA4) is a web analytics tool that helps you understand how people use your website or app. | ||
Advertising | Remarketing built in | Remarketing with options. | Coming soon |