“Call Connect” is where the agent asks the potential customer (after qualifying that the person is a good lead) if they would like to be connected and talk to someone right now – they only ask this during the hours the client has specified that they have someone answering the phone at their business. If the customer says yes the agent asks for the customer’s phone number and enters that into the Live Chat system which then dials the client’s phone number they have provided. It rings the client’s phone and shows an area code of 925 on caller ID, when the client answers there will be an automated message that says, “Incoming potential chat message please hold” then it will say “you are connected” and the client can say hello to the chat customer. The agent will then type and verify that the customer is on the line with the client and end the chat session. Client will also still receive the email of the chat transcript as usual. If the client wishes, there can be one phone number that Live Chat connects to during one set of hours and a different phone number that Live Chat connects to during different hours (i.e. a client wants to receive calls to a home number in the evening or on weekends).
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