All your online communication tools in one place

Present a button and use invitations to engage your website visitors in text based communication with your agents.

Easily add live chat to your mobile website or application using this fully responsive solution

Launch the live chat window directly from any digital platform including documents and email

Receive and respond to your Facebook messages directly from the C4A dashboard ensuring you never miss an opportunity

With over 2 billion monthly active users, WhatsApp is the most popular communication channel. Making sure your organisation is available is essential

Receive and respond to SMS text messages, or broadcast your marketing message to your audience

Allow your visitor to enter their phone number to be instantly connected to your agents using the normal telephone network

Integrate your 3^rd party application to consume our API in order to conduct chat sessions within the Click4Assistance solution

Automate customer engagement with a conversational interface. Create multiple Chatbots quickly and easily with no coding using our drag and drop Visual Bot Builder

Promotions enable you to push an image in front of a visitor on your website and present information or special offers, redirecting them to the relevant page

Automatically expand the window to present content directly to the visitor. Or manually push a page into the panel during a chat. Great for presenting a payment page or displaying details of your products or services

When you need to make eye contact, allow your website visitor to engage with your agents via video and voice

Enable multiple participants to communicate with your agents in a group environment. Moderation available on pre meeting information and messages. Great for product launches and virtual open days

Create and easily add fully configurable forms to your website to gather contact details from your website visitors

No limit on the number of chats your organisation can handle

Allow the visitor to choose their desired department using a selector on the pre-chat form

Define your own routing direct from individual pages if required, to ensure the right agents are targeted with the appropriate enquiries

Prioritise which operators are alerted and allocated new chats. Automatically distribute or allow an individual to manually allocate incoming chats to the appropriate agent. Includes the ability to redirect chats to an out of hours contact centre if required

Search using several filters and review all information relating to any historic chats that have taken place

Agents can handle multiple chats simultaneously; set a limit if required

Invite, transfer and assign agents to chats, allowing multiple agent involvement and the ability to call upon different skills and resources

Agent messages are automatically spell checked and errors highlighted before they are sent

Present invitations to visitors on your website automatically, based on rules that you define. For example invite a visitor to chat when they are on your pricing page

Create a library of answers to frequently asked questions with shortcut keys and drag-drop ability for quick and easy access

Allow the visitor to request an email of the transcript during or after the conversation, which will be automatically sent once the chat is stored

Prevent offensive words, phrases and restricted information such as account numbers during the chat

Automatically redirect the visitors’ browser to the desired page, providing assisted navigation

Understand agent performance by allowing the visitor to rate their experience during or after their chat interaction

See what the visitor is typing before their message is sent!

Ensure chat is never offline during operational hours. Allow visitors to join general or skill specific queues, they will receive your automated message at the frequency you define and be advised of their position in the queue

Allow agents and visitors to transfer files such as Word documents, spread-sheets, PDFs, and images during the chat

During a chat the agent can request to share the visitors screen, allowing them to see the visitor’s browser, desktop or any applications that are open

See the actual page the visitor is viewing during the chat to provide assistance and support. Especially useful during product selection, form completion and checkout

Automatically email a copy of every chat transcript to an email address you specify

Automated assistance for your agents. The solution will identify words used within the visitors’ message to suggest possible responses, even before the message is sent

Save agents time and set up rules to automatically close, store and categorise the chats after a defined period

Monitor visitors on your website in real-time. Watch as your visitors move from page to page. Information about each visitor is at your fingertips. Identify the location and co-browse along with them

See each visitor’s actual location including the region and country drawn on a world map

Hotspots allow you to highlight specific, or multiple pages within the visitor journey, for easy recognition within the dashboard, live activity or reporting areas

Track onsite conversions and credit events such as the agent who dealt with any related chats

Assign contact information to website visitors to ensure prospects are identified when arriving on your site. Contact information can be manually or automatically assigned directly from your website

If the agent needs any help or assistance during an interaction, an ‘Internal Training Room’ is available to enable agents to securely and discreetly ask questions and discuss relevant issues with colleagues

Allows testing of all channels and tools without the need to add the script to your live website

C4A community notifications and bulletin board

Change your background, drag, drop and resize windows for a customisable agent workspace

UK based provider compliant with all requirements of GDPR

All data is processed and stored within the UK at one of Europe’s largest and most secure data centre

All chat interactions are fully secured in transit using HTTPS/SSL protocol

Personally identifiable information (PII) is encrypted at rest using the Advanced Encryption Standard (AES) symmetric block cipher

Compliant with the ISO27001 framework with annual accreditation from BSI

Allow or deny granular access to any aspect of the system based on fully configurable user permissions

Based on user permission, any historical chats and their associated data can be deleted if required

Prevent undesirable visitors from starting a chat with your organisation by adding their IP address to a manageable black-list

Define what time of the day your agents are able to login and access the system

Define a white-list of IP addresses that can be used to access the system

Regular system penetration testing from approved suppliers

By default, any credit card numbers entered into chat are masked before transmission

Compliant with WCAG 2.1 AA accessibility standards and guidelines and compatible with common screen-readers.

Emails sent from the system, such as the chat transcript received by the visitor, can be relayed through your own email server or Microsoft 365 using your organisations ‘from’ address

Complete audit of activities that occur within the system, including agent access, configuration changes, addition of users and chat interactions

Email a temporary access code for additional security during login

Control access using on premise and Azure active directory

Ensure users regularly change their password and enforce password protocols in line with your organisations security policy

The buttons display as online when you’re available and offline when you’re not - it can even hide completely when you’re not available if you prefer.

Upload multiple button designs to ensure a seamless fit within your website. Present different designs on appropriate pages or even make them seasonal!

Various templates are provided, allowing you to easily choose different colour windows and pre-configured form examples for data collection

Add your logo and change colours using the simple customisation feature. Or access the CSS and HTML to modify the windows for complete customisation

Complete flexibility to have individual button, window and form designs on different pages and websites, perfect for multiple brand groups, international or multi-lingual websites

Configure the pre-chat window to ask for any information you wish to gather from your visitor before a chat starts. All fields can be validated

Ask the questions relevant to your business, fully configurable operator KPI and chat KPI surveys allow you to find out about your visitor’s experience. All fields can be validated

Gather valuable contact details from your visitors by presenting a call back form when your agents are unavailable. This information is then emailed to you to for a follow up at your convenience and can be viewed within the dashboard and reporting modules

Present a photo of the agent within the window to personalise the visitor experience during the chat

Present a photo of the agent within the window to personalise the visitor experience during the chat

Full access to remove the "Powered by Click4Assistance" link from any window

Add Javascript into any of the forms, providing the ability to add tracking features, or push data from the forms into 3rd party systems

All windows have been fully tested on the latest mobile devices, including phones and tablets regardless of their screen size

There are many emails sent from the system, such as the chat transcript email received by the visitor. These emails can be fully customised based on your requirements including adjusting the text, links and images

Upload your own images or build in CSS and HTML to present your important messages to your visitors

Customise your rules for when where and how promotion images are presented

smartContact forms can collect any data, you define what is captured based on your requirements

Various templates are provided, allowing you to easily choose the closest match for your needs, then use our ‘no code’ chatbot builder to drag and drop your responses for complete customisability

Over 60 detailed and summary reports are available within the solution providing lists, graphs & charts. Each report has filters and segments allowing your management team to view and extract metrics

Reports can be viewed in HTML or downloaded in PDF, CSV and Excel formats

Reports can be scheduled for automatic delivery to your email inbox at the frequency you require, ensuring you are kept up to date with the latest data and information

When a report is run, it can be saved within the solution for review at a later date without the need to download and store locally

Your management team can monitor chat activity in real-time across multiple departments. Both agent and chat metrics including KPI’s can be seen at a glance

Using various datasets we can develop bespoke reports in a variety of formats based on your data requirements and delivery needs

Using secure token based RestFul API’s your organisation can extract chat, chatbot and direct message data into any system

Allows management to monitor agents’ availability and workload in real-time and override their log in or availability status if required

Access our UK based support team, via email, phone and chat for a friendly, professional and speedy response

A self-service searchable help system accessible within the software containing a number of resources including downloadable PDF documents and videos

Training and how-to videos are available to explain the various areas of the solution

Our software engineers can consult and advise regarding implementation within your environment

We offer completion of DPIA questionnaires and consultation with compliance teams

Remote and on-site training sessions for agent and management teams to ensure successful implementations

The C4A solution is monitored by multiple internal and external systems to ensure we adhere to our service-level-agreement

Enterprise clients are allocated a key account manager to ensure a named contact is responsible for communications and support

Push data from your website into the chat information tab, for example account reference, purchase history, or product viewed, providing your agents with useful info

Add Google Analytics tags into your chat windows to track events and conversions in Google Analytics (GA4)

Automatically associate a chat with an entity within your MS Dynamics 365 system. Once the chat has ended the complete transcript will automatically be added against the CRM record, providing agents with a 360° view of customer records, allowing access to the full context of all communications

Automatically associate a chat with an entity within your Salesforce system. Once the chat has ended the complete transcript will automatically be added against the CRM record, providing agents with a 360° view of customer records, allowing access to the full context of all communications

Take advantage of the latest AI technologies IBM Watson integration, providing Natural Language Processing (NLP) and Machine Learning technologies