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We require an online chat system similar to Livechat and Livehuman wherein visitors to a website will be able to "chat" with their customer service staff, who will in turn have access to an admin panel where the staff can configure certain aspects of the program such as automated messages, company logo, hours of operation, etc. The control panel should have functionality similar to Livechat Inc, Livehuman, Live2support, Velaro, and Livezilla
The program will let customers put a code snippet on their site and a visitor will be able to chat with them There should be 3 sections. A web based control panel, for administrators. An operator application for employees to talk to customers, and a web based chat window for customers to use. Both the operator application and the web based chat window should show a typing indicator so that the person can always see when the other person is actively typing. The operator application should be able to save and recall past conversations. Also it the operator should be able to see the customer's operating system name(Windows. OS/X, Ios, Blackberry, etc), browser type, and IP address.
There should be two methods for website visitors to initiate contact with staff.
a) First, passive, which is when the visitor clicks on a chat button.
b) Second, active, which is when the user does a specific action such as: leaving the website, searching for a specific keyword, spending a long time on the website, and similar things. When the criteria for activation are met, the software should show a chat invite, such as "Hello, I am Sandy, how may I help you today?"
After a chat session is ended, the user should have an option to fill out a customer satisfaction survey, and to have the chat record emailed to an address that he or she provides.
The software should have mobile client apps for Apple, Android, and Blackberry devices.