Website Live Chat for Customer Support & Lead Capture

The Webchat module lets you embed a fully customisable live chat widget on your website, giving visitors instant access to your team. Unlike standalone chat tools, OPS360 Webchat is integrated with your CRM, task management, and operations, so conversations have full context and can trigger operational workflows.

When a visitor starts a chat, the system can route it to the appropriate team based on the page they are on, the time of day, or keywords in their message. Pre-chat forms capture visitor information before the conversation begins, turning anonymous browsers into identified leads that flow directly into your CRM.

Your team responds from within OPS360 using canned responses for common questions, reducing response time while maintaining consistency. For complex queries, agents can escalate conversations to specialists, create tasks, or schedule callbacks.

All without leaving the chat interface. Offline hours are handled gracefully with automated messages and a contact form that creates a follow-up task for the next available agent. Chat transcripts are saved per contact, building a complete communication history alongside emails, WhatsApp messages, and call notes.

Satisfaction surveys at the end of each conversation help you measure and improve support quality. The widget is fully customisable to match your brand colours, logo, and welcome message.