FAQ

How can I personalise my chat widget?

You can personalise the chat widget with your business name, logo, description, and colors to match your brand identity.

Can I specify when a bot should be triggered?

Yes, you can set conditions and events that trigger the chatbot, such as specific user actions, keywords, or times.

What is the chat queue time?

Chat queue time is the duration a customer waits in the queue before their chat is picked up by an agent.

What happens if the bot can't answer a query?

If the bot cannot answer a query, it typically triggers a fallback response and escalates the query to a human agent. Additionally, the unresponded query will be landed in the Unhelpful Response to keep track on the knowledge base provided.

How to Transfer Queries Between a Chatbot and a Live Agent?

Queries can be transferred from a chatbot to a live agent in the following scenarios:
Unanswered Queries: If the chatbot cannot answer a query, it will escalate the conversation to a human agent.
Customer Request: Whenever the customer requests to connect to a live agent.
Predefined Rules: You can set up rules within the chatbot platform to transfer queries to a live agent when certain conditions are met, such as handling complex queries or recognising specific keywords.

How do I set up my Knowledge Base?

You can set up your Knowledge Base by adding and organising articles, FAQs, PDFs, and scraping your website for content that provides answers to common queries.

How do I set up custom queues?

You can set up custom queues by navigating to Settings > General Configuration > Custom Queue > Create Custom Queue.

What communication channels are supported?

We support multiple communication channels including web chat, email, social media (Facebook, Instagram and WhatsApp), and SMS.

Is there a way to generate leads through the chatbot?

Yes, you can generate leads using a pre-chat form in the web chat widget and using prebuilt bot flows.

Can I sync contacts with a CRM?

Yes, you can integrate with CRM systems like Salesforce, HubSpot, and Dynamics 365 to sync contact information.

Can I schedule appointments through the chatbot?

Yes, you can utilise the Worktual appointment booking system or integrate with third-party booking systems like Calendly, Google Calendar, and Outlook Calendar, allowing customer to schedule appointments directly through the chat interface.

How do I send marketing emails?

You can use the Worktual email marketing along with rule based bot to send marketing emails to bulk contacts.

Can I integrate payment options within the chatbot?

Yes, you can integrate leading payment methods like Stripe, PayPal, Global Payments, Square, and Razorpay into chatbots, allowing customer to make payments directly through the chat interface.

Do you offer a free plan or trial period?

Yes, we offer a free plan for XAIA 1 and a 14-day free trial for XAIA 2 and XAIA 3.

What is the maximum number of users I can onboard?

We offer unlimited user for the chatbot.

What is the purpose of Internal Chat?

Internal Chat is used for communication and collaboration among team members within an organisation, separate from customer-facing interactions.

Is there an option to integrate an e-commerce platform within the chatbot?

Yes, you can integrate with major e-commerce platforms like Shopify, WooCommerce, BigCommerce, Magento, and Wix.

What is concurrent chat?

Concurrent chat refers to the ability of a customer service representative to handle multiple chat conversations simultaneously. This feature allows agents to manage several customer inquiries at the same time, increasing efficiency and reducing wait times for customers.

What is Chat Whisper?

Chat Whisper enables administrators or supervisors to discreetly guide and support agents during live chat interactions, without the customer's knowledge. This feature facilitates real-time coaching and assistance, empowering agents to handle complex queries more effectively, thereby ensuring top-notch customer service.

How can I monitor and manage the status of agents and queues in real-time?

You can use the Agent and Queue Tracker to monitor and manage the status and distribution of agents and queues in real-time. This feature provides a live overview, allowing you to ensure efficient workflow and balanced workload among agents.

What is skill-based routing and long wait time-based routing?

Skill-based routing directs inquiries to the most relevant agent, while long wait time-based routing redirects customers to available resources during high call volumes to reduce wait times.

General

What is Worktual’s Contact Centre as a Service (CCaaS) platform and how does it differ from traditional contact centre solutions?

Worktual’s Contact Centre is a cloud-based centralised hub that provides the same contact centre capabilities as traditional systems but with more flexibility, scalability, and cost-effectiveness. It offers a truly omnichannel experience allowing customers to start conversations on one channel and continue the experience across calls, emails, webchats, messaging, and social media.

What are the key benefits of using Worktual’s Contact Centre for our business?

The key benefits of Worktual’s cloud-based customer experience platform and truly omnichannel Contact Centre include AI-powered chatbots, scalability, cost savings, remote access, and easier maintenance that offers better customer service and support. This streamlines the customer experience and ensures improved customer retention, loyalty, and satisfaction.

What is the difference between a call centre and Worktual’s Contact Centre?

Call centres primarily handle voice interactions, while Worktual’s Contact Centre manages customer interactions across various communication channels such as calls, email, webchat, text, and social media.

What services does Worktual’s Contact Centre provide?

Worktual’s Contact Centre offers seamless customer interaction, technical support, customer support, real-time tracking of customer and agent activities, conversational-AI chatbots for humanlike conversations with customers, and other advanced contact centre solutions.

Billing & Plans

Is there a free trial or demo available for Worktual’s Contact Centre?

Yes, Worktual currently provides a personalised demo of the Contact Centre platform to explore its features and benefits. Worktual also offers free live chat and free chatbot options so users can explore and experience these solutions.

Is Worktual’s Contact Centre billed on a per-agent basis or a per-minute basis?

Worktual’s Contact Centre pricing varies based on the number of agents and usage charges may apply for minutes used.

Are there any additional fees or hidden charges in Worktual’s Contact Centre pricing?

At Worktual, we are committed to transparency in our Contact Centre pricing. We do not impose any additional fees or hidden charges, so you can confidently plan and budget for your contact centre needs.

What happens if we exceed the usage limits of our Worktual Contact Centre plan?

Worktual’s Contact Centre gives you the flexibility to either upgrade your plan or opt to pay additional usage charges, tailored to your specific requirements. We ensure adaptability to meet your evolving needs.

Are there any long-term contracts or commitments required for Worktual’s Contact Centre?

No, Worktual offers flexible contract options without any long-term commitments.

Are credit cards accepted for Worktual’s Contact Centre plans?

Yes, you can make payments using major credit cards ensuring flexibility and ease of payment for our valued customers.

Is there a setup or onboarding fee for implementing Worktual’s Contact Centre?

Setup and onboarding fees for Worktual's Contact Centre implementation can vary based on your unique needs and preferences. To gain a clear understanding of any associated fees, we invite you to get in touch with our team.

How is Worktual’s Contact Centre pricing structured?

Worktual’s Contact Centre pricing is structured on an agent basis, with additional costs for usage, platform fee, set up fee (if any), and optional add-on features.

Can we customise our Worktual Contact Centre plan?

Certainly, you have the flexibility to customise your Worktual Contact Centre plan. For specific information on tailoring your plan to your needs, kindly contact our dedicated sales team.

What level of customer support is included in Worktual’s Contact Centre pricing?

Worktual’s Contact Centre pricing encompasses standard customer support during business hours, complemented by 24/7 assistance for critical matters. We are committed to ensuring your needs are met around the clock.

Can we customise Worktual’s Contact Centre based on our specific needs?

Yes, Worktual offers customisable plans to meet your bespoke business requirements. For more details please contact our sales team.

AI Contact Centre

What is Worktual’s Contact Centre IVR (Interactive Voice Response)?

Worktual’s Contact Centre IVR is an automated phone system that combines prerecorded messages or text-to-speech technology with DTMF (dual tone multi-frequency) input to engage callers, and route to agents with the most suitable skills to handle their request.

What are the KPIs (Key Performance Indicators) in Worktual’s Contact Centre?

Worktual's Contact Centre uses KPIs to measure contact centre performance such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT), etc.

Does Worktual’s Contact Centre support agents?

Yes, Worktual’s Contact Centre supports agents by providing smart replies, AI assistance, guidance to resolve customer issues, increased performance, and ensures better interaction with customers.

Can Worktual’s Contact Centre be used anywhere?

Yes, Worktual’s Contact Centre allows agents to work remotely, often from home, using advanced technology to handle customer interactions.

Can Worktual’s Contact Centre handle peak call volumes?

Yes, Worktual’s Contact Centre has robust strategies in place for managing peak call volumes including an advanced queue system to manage calls and route to the correct department/function, routing to chat or other channels, scaling staffing levels, using callback systems, and implementing self-service options.

Does Worktual’s Contact Centre monitor quality assurance?

Yes, Worktual’s Contact Centre has built-in quality assurance best practice and includes continuous monitoring, providing feedback to agents, well-defined performance metrics, and improving service quality.

Does Worktual’s Contact Centre offer chatbot and AI functionality?

Yes, Worktual’s Contact Centre utilises advanced chatbots and AI-powered solutions – from answering common customer queries, automating routine tasks, and routing customers to agents, through to optimised AI-powered human-like conversations with customers.

Can we integrate Worktual’s Contact Centre with other applications, software, and tools that we use?

Absolutely, Worktual’s Contact Centre offers seamless integration capabilities with a wide range of third-party applications and software to enhance your operational efficiency. Contact us to explore the integration options that best suit your business needs.

Does Worktual’s Contact Centre provide real-time reporting and analytics?

Certainly, Worktual’s Contact Centre plans offer comprehensive real-time reporting and analytics capabilities. Empower your business with valuable insights to make data-driven decisions.

Is there a minimum number of agents required to use Worktual's Contact Centre?

At Worktual, we eliminate the need for a minimum agent requirement. You have the flexibility to start with as few agents as your operations demand, ensuring a tailored solution to meet your unique business needs.

Is there a mobile app or browser-based interface for agents and supervisors?

Absolutely, Worktual’s Contact Centre provides seamless access through mobile apps for iOS and Android, as well as browser-based interfaces. Empower your agents and supervisors to work efficiently, anytime, and anywhere.

Can we use our existing phone numbers with Worktual’s Contact Centre?

Absolutely, Worktual’s Contact Centre offers the flexibility to retain your existing phone numbers or seamlessly port them to our service. We make the transition as smooth as possible for your convenience.

Can we get a dedicated account manager to assist with Worktual’s Contact Centre implementation?

Certainly, at Worktual, we provide the opportunity to request a dedicated account manager to facilitate your Worktual Contact Centre implementation. Feel free to reach out to our customer support team to explore this valuable support option.

How often are updates and new features rolled out for Worktual’s Contact Centre?

At Worktual, we are committed to providing continuous improvements to enhance your customer experience. Our Contact Centre is regularly updated with new features and enhancements to meet your evolving needs.

Can you provide case studies or customer references to showcase the success of Worktual's Contact Centre platform?

Certainly, we can provide case studies and customer references upon request, offering insights into the proven success of Worktual’s Contact Centre platform. Contact us to learn more about our satisfied clients and their experiences.

Omnichannel

Does Worktual’s Contact Centre offer omnichannel support?

Yes, Worktual’s Contact Centre offers an omnichannel experience across webchat, calls, email, text, and social media to provide seamless interaction with the customers by ensuring continuity between the contact centre and customers.

Does Worktual’s Contact Centre offer omnichannel support, including voice, chat, email, and social media?

Indeed, Worktual’s Contact Centre is equipped with versatile omnichannel support, encompassing calls, web chat, email, SMS, video, and social media. Ensure seamless communication across diverse channels for your customer's convenience.

Security & Compliance

What security measures are in place to protect data and customer information?

At Worktual’s, we prioritise data security. Our robust security measures, such as encryption and stringent access controls, are in line with industry standards, ensuring the protection of our valuable customer information.

What is the uptime guarantee for Worktual’s Contact Centre?

Worktual’s Contact Centre assures a robust uptime guarantee. For precise information, we encourage you to consult our service level agreement (SLA) for detailed terms and commitments.

Are there backup and disaster recovery plans in place for our Worktual Contact Centre data?

Certainly, Worktual’s Contact Centre is fortified with comprehensive disaster recovery plans, ensuring data security and uninterrupted business operations. Your data's safety is our priority.

Does Worktual’s Contact Centre offer compliance certifications such as PCI DSS (Payment Card Industry Data Security Standard)?

Yes, Worktual’s Contact Centre maintains industry-standard compliance certifications, including PCI DSS, when relevant, to ensure the highest level of security and data protection for your business.

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