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What is Webchat?

A Webchat is a feature you can add to your website or Content Management System (CMS) to allow online exchanges between your support agents and your customers in real time.

Intermedia offers different Webchat options, namely, Chat queues and Interactive Chat Response (ICR).

Chat Queue

A Chat queue is a way of organizing incoming customer requests sent through chat, thus allowing contact center representatives and managers to track, prioritize, and ensure efficient delivery of customer service.

The following is an example of a chat queue.

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Interactive Chat Response (ICR)

An ICR is a self-service chat feature that offers real-time chat support to clients 24 hours a day, 7 days a week, thus providing continuous customer support and a platform through which customers can reach support any time.

The following is an example of an ICR.

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Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)