An alphabetized guide to all relevant live chat,
ecommerce, and TextChat vocabulary and
their definitions.

There’s a transfer process that bridges the chatbot and the human live chat representatives. After a customer hits the “Sales” button in the TextChat greeting message, TextChat transforms from chatbot mode to live chat mode in order to connect a live sales agent or a live support agent to the conversation. The transfer can take up to 2 minutes before the chatbot lets the customer know that no team members are available to respond to the live chat request. The goal is to never reach this point! The faster your response time, the shorter the transfer process, and the better the customer experience.