Wavity offers a Live Chat feature, enabling real-time communication between end users (employees or customers) and IT support staff or service agents. Users can ask questions, report issues, or request help through a chat interface and receive prompt responses.
Agents can activate Online mode by clicking the Live Chat icon on the interface.
When Online mode is enabled, the Live Chat icon turns green, indicating the agent is available to receive chat requests.
When an end user initiates a Live Chat request, the agent receives a notification and can choose to accept it. Upon acceptance, the agent can begin a real-time chat session with the user.
A new ticket or incident is automatically generated, capturing details such as the ticket ID, requester information, and communication channel.
Agents can use the message box to interact with the user throughout the session.
Once the issue is resolved, the agent can update the ticket status and click the Submit button to close the ticket or incident.
