Live chat

The question comes now. Not by email in three days.

Someone is on your pricing page with a single question. Does the offer apply to groups? Is the hotel accessible? Does the module fit our system?

If they find no answer, they might write an email. More likely, they close the window.

A live chat catches exactly this moment. The catch: most chat tools sit next to your CRM. The conversation lands in a separate inbox, the visitor stays an anonymous “Visitor 4711”, and your marketing never learns what they asked.

In Caymland M4 the live chat is part of the contact profile. Whoever asks is recognised or becomes a contact. What they ask is part of their history. And your campaigns know that they asked.

A chat that knows who it is talking to

When a visitor opens the chat, your team sees who is writing, right next to the conversation:

• The contact profile alongside: name, company, email, phone, town, and the page the chat was started from. One click opens the full profile with everything the person has experienced with you so far.
• Known visitors are recognised. Anyone Caymland M4 already knows through tracking is no stranger in the chat.
• New visitors become contacts. By email address, the visitor is matched to an existing contact or created automatically.
• Every conversation is in the timeline, with the complete history and all attachments. Whoever calls the customer later knows what they asked.
• When duplicates are merged, the chats move along.

In the look of your website

The chat looks like your brand, not like a foreign tool:

• Colours, position and icon of your choice, with your own image if you like. Plus title, placeholder text and a delay before the widget appears. A live preview shows every change straight away.
• A greeting as soon as someone opens the chat.
• A form before the chat. You use a Caymland form, and all its actions run along: assign an audience, start a campaign, award points.
• Images and PDFs in both directions, emojis, and links that appear as preview cards.
• The history stays when the visitor moves to another page.
• Several channels, for example per website, brand or department, each with its own look and its own people in charge.

The chat is embedded with a short code snippet. Or without touching the website at all, through a campaign action that shows it via the existing tracking.

Available when you are

A chat nobody answers is worse than none. That is why Caymland M4 switches the chat online and offline by itself according to your opening hours per weekday, or you switch it by hand.

Outside those hours the visitor sees your notice, your opening hours and a form. The request is not lost, it reaches you as a contact.

One inbox for your team

• Open, mine, closed: everyone sees at a glance what is waiting and what is theirs. Plus filters by channel and a search, on the phone too.
• Take over instead of answering twice. Whoever takes over a chat is visibly in charge. If someone already has it, the system asks first.
• No message is left lying around. New chats and unanswered messages announce themselves by email, browser push, sound and in the browser tab. You decide per channel who is notified.
• Permissions control who may handle chats and who may set up channels.

Answers that come by themselves

Some questions come every day. Automatic replies check the visitor’s message for keywords and their profile for fields. If a rule matches, the stored answer goes out immediately, and the contact can receive a matching profile attribute at the same time. Each rule fires only once per chat, so nobody ends up in a loop.

Part of your marketing, not next to it

This is the real difference from a stand-alone chat tool:

• Offer the chat on purpose. The campaign action “Show chat” displays it to exactly the contacts your campaign has selected. For instance on the third visit to the pricing page, and not to everyone who happens to drop by.
• Conversations count. With the point action “Chat started”, per channel if you like, every conversation flows into the contact’s points and interest distribution.
• Form actions at the start assign audiences and start workflows before the first answer is written.
• Protected from abuse. Anyone trying to open chats en masse is slowed down.

What this looks like day to day

The tour operator. In the evening a prospect asks whether the hiking week works for children. The team is offline, so she leaves the question in the form. In the morning the adviser sees the request with the whole profile: three visits to the family offers, brochure downloaded. The answer fits before it is written.

The software vendor. The chat only appears for contacts visiting the pricing page for the second time. The questions there are sales conversations, and every started chat moves the contact up the sales team’s daily list.

The association. Members ask about registration deadlines and fees. Automatic replies handle the standard questions, the office takes care of the rest, and every request is stored with the member.