Find answers to common questions about Click4Assistance, including our live chat software, AI-powered customer support platform, security, pricing, integrations, onboarding, and support.
Find answers to frequently asked questions about Click4Assistance platform administration and configuration, including user management, roles and permissions, departments, routing, Experiences, security settings, AI configuration, integrations, system administration, business rules and enterprise platform management.
User management is performed through the platform's administration portal, allowing authorised administrators to create, modify and remove user accounts.
Administrators can assign permissions, departments, communication channels and security settings to ensure each user has access appropriate to their role.
Yes. The platform supports role-based permissions, allowing organisations to control which features and administrative functions are available to individual users or groups, helping implement the principle of least privilege while maintaining operational flexibility.
Click4Assistance provides configurable user roles that can be tailored to operational requirements, including Advisor, Team Leader, Supervisor, Department Manager, Platform Administrator, AI Administrator and Reporting User.
Yes. Users can be assigned to one or more departments depending on their responsibilities, allowing advisors to support multiple teams while ensuring conversations are routed appropriately.
Yes. User accounts can be disabled or removed whenever required, immediately preventing further access while preserving historical reporting and conversation records where appropriate.
Yes. Advisors can update their availability status throughout the day, allowing routing rules to determine whether they are available to receive new conversations. Custom availability statuses can also be configured.
Yes. Depending on permissions, advisors can manage Live Chat, AI escalations, WhatsApp, SMS, Facebook Messenger and other supported communication channels from a single interface.
Yes. Administrative functionality can be restricted to authorised users, with permissions controlling access to platform configuration, AI settings, reporting, user administration, integrations, branding and security settings.
Yes. Where configured, users can authenticate using Microsoft Entra ID, Okta or other supported identity providers, simplifying access management while applying existing authentication policies.
Yes. Multi-Factor Authentication (MFA) can be enabled to provide an additional layer of protection by requiring a second method of authentication alongside a password.
Yes. Administrative reporting and audit capabilities enable authorised users to review platform activity for operational, security and compliance purposes, supporting governance and audit requirements.
Yes. Business hours can be configured to reflect organisational operating times, influencing routing behaviour, advisor availability, proactive messaging and out-of-hours customer journeys.
Yes. Each department can be configured independently, allowing organisations to support multiple teams operating at different times or across different locations.
Flexible user management ensures the right people have access to the right functionality while maintaining security, governance and operational efficiency through configurable permissions, authentication and audit capabilities.
Departments allow organisations to organise advisors into operational teams, ensuring customer conversations are routed to the most appropriate people. Each department can have its own advisors, routing rules, business hours, reporting and communication channels.
Departments improve operational efficiency by directing customer enquiries to the correct team, reducing transfers, improving first-contact resolution and enabling department-specific routing, reporting and business hours.
Yes. Organisations can create multiple departments for different business functions such as Sales, Customer Services, Technical Support, Finance, HR, Complaints, IT Support, Broker Support, Admissions and Repairs.
Yes. Advisors can be assigned to multiple departments, allowing experienced staff to support several teams while routing rules determine which conversations they receive.
Yes. Each department can operate independently with its own business hours, allowing conversations outside operating times to be redirected to AI Agents, Chatbots, alternative departments or out-of-hours messaging.
Yes. Each department can have its own branding, welcome messages, surveys, offline messages, language settings and AI Agent configuration to provide tailored customer experiences.
Yes. Departments can use different AI Agents trained on department-specific knowledge, helping provide accurate responses for individual business functions and customer journeys.
Yes. Reporting can be filtered by department to analyse conversation volumes, response times, customer satisfaction, advisor performance, queue performance and missed conversations.
Departments should reflect how customers naturally seek assistance, with clear names, appropriate routing and business hours, while avoiding unnecessary complexity and reviewing performance regularly.
Conversation routing directs customer enquiries to the most appropriate advisor, department, AI Agent or Chatbot, improving response times, operational efficiency and the overall customer experience.
Intelligent routing helps ensure conversations reach the right person first time, reducing transfers, improving first-contact resolution, shortening waiting times and increasing operational efficiency.
Click4Assistance supports configurable routing methods including Alert All Users & Allocate, Round Robin, Alert Only the Allocated User, Alert All Users Without Allocation and AI-first routing.
Round Robin routing distributes conversations evenly between available advisors by assigning each new conversation to the next eligible advisor in sequence.
Longest Available routing assigns conversations to the advisor who has been available for the longest period, helping distribute workloads fairly across the team.
When no advisors are available, organisations can place customers into a queue, offer an AI Agent, launch a Chatbot workflow, display an offline message or capture enquiry details for follow-up.
Yes. Customers can wait in a queue until an appropriate advisor becomes available, with customised waiting messages and alternative self-service options displayed where configured.
Yes. Administrators can define queue limits and configure alternative customer journeys such as AI assistance, callback requests or offline messaging when limits are reached.
Yes. Maximum concurrent conversations can be configured for individual advisors or groups to balance productivity with customer service quality.
Our intuitive dashboard helps agents handle multiple chats, view visitor insights and boost productivity, all designed to make support faster, easier and more personal.
Yes. AI-first routing allows AI Agents to resolve routine enquiries before seamlessly transferring more complex conversations to human advisors when required.
Yes. Routing rules can automatically direct customers to AI Agents, Chatbots, self-service resources, contact forms or emergency information outside normal business hours.
Yes. Each department can use its own routing strategy, enabling organisations to optimise customer engagement based on operational requirements.
Routing should align with business objectives, include realistic advisor workloads, provide AI support during busy periods and be reviewed regularly using operational reporting.
Queue Management controls how customer conversations are handled when advisors are unavailable, placing enquiries into organised queues until an appropriate advisor becomes available.
Yes. Customers can be shown their position within the queue alongside informative waiting messages to help manage expectations during busy periods.
Yes. Queue messages can be customised with welcome messages, estimated waiting information, service announcements, alternative contact methods and business hour information.
Yes. Each department can maintain its own queue with independent routing rules, advisor groups and operational settings.
Yes. Automatic routing can assign conversations directly to eligible advisors, reducing administration and improving response times.
Yes. Organisations can configure workflows that allow advisors to manually accept conversations where greater control over workload is required.
Yes. Routing can take advisor availability and current workload into account to balance conversations and maintain service quality.
Yes. Routing rules can direct conversations to advisors with the appropriate language skills, helping improve first-contact resolution.
Yes. Routing can direct enquiries to specialist teams with the appropriate expertise, reducing transfers and improving resolution rates.
Yes. Queue reporting includes measures such as queue size, waiting times, missed conversations, abandonment rates and advisor utilisation.
Yes. Organisations can configure independent routing for multiple websites or digital services while maintaining separate reporting and customer journeys.
Effective queue management includes monitoring performance, providing informative waiting messages, offering AI assistance during busy periods and regularly reviewing routing rules.
Conversation routing directs customer enquiries to the most appropriate advisor, department, AI Agent or Chatbot, improving response times, operational efficiency and the overall customer experience.
Intelligent routing helps ensure conversations reach the right person first time, reducing transfers, improving first-contact resolution, shortening waiting times and increasing operational efficiency.
Click4Assistance supports configurable routing methods including Alert All Users & Allocate, Round Robin, Alert Only the Allocated User, Alert All Users Without Allocation and AI-first routing.
Round Robin routing distributes conversations evenly between available advisors by assigning each new conversation to the next eligible advisor in sequence.
Longest Available routing assigns conversations to the advisor who has been available for the longest period, helping distribute workloads fairly across the team.
When no advisors are available, organisations can place customers into a queue, offer an AI Agent, launch a Chatbot workflow, display an offline message or capture enquiry details for follow-up.
Yes. Customers can wait in a queue until an appropriate advisor becomes available, with customised waiting messages and alternative self-service options displayed where configured.
Yes. Administrators can define queue limits and configure alternative customer journeys such as AI assistance, callback requests or offline messaging when limits are reached.
Yes. Maximum concurrent conversations can be configured for individual advisors or groups to balance productivity with customer service quality.
Yes. AI-first routing allows AI Agents to resolve routine enquiries before seamlessly transferring more complex conversations to human advisors when required.
Yes. Routing rules can automatically direct customers to AI Agents, Chatbots, self-service resources, contact forms or emergency information outside normal business hours.
Yes. Each department can use its own routing strategy, enabling organisations to optimise customer engagement based on operational requirements.
Routing should align with business objectives, include realistic advisor workloads, provide AI support during busy periods and be reviewed regularly using operational reporting.
Queue Management controls how customer conversations are handled when advisors are unavailable, placing enquiries into organised queues until an appropriate advisor becomes available.
Yes. Customers can be shown their position within the queue alongside informative waiting messages to help manage expectations during busy periods.
Yes. Queue messages can be customised with welcome messages, estimated waiting information, service announcements, alternative contact methods and business hour information.
Yes. Each department can maintain its own queue with independent routing rules, advisor groups and operational settings.
Yes. Automatic routing can assign conversations directly to eligible advisors, reducing administration and improving response times.
Yes. Organisations can configure workflows that allow advisors to manually accept conversations where greater control over workload is required.
Yes. Routing can take advisor availability and current workload into account to balance conversations and maintain service quality.
Yes. Routing rules can direct conversations to advisors with the appropriate language skills, helping improve first-contact resolution.
Yes. Routing can direct enquiries to specialist teams with the appropriate expertise, reducing transfers and improving resolution rates.
Yes. Queue reporting includes measures such as queue size, waiting times, missed conversations, abandonment rates and advisor utilisation.
Yes. Organisations can configure independent routing for multiple websites or digital services while maintaining separate reporting and customer journeys.
Effective queue management includes monitoring performance, providing informative waiting messages, offering AI assistance during busy periods and regularly reviewing routing rules.
An Experience defines how customers interact with Click4Assistance through a website or digital service, controlling branding, Live Chat, AI Agents, Chatbots, surveys, routing and customer journeys.
Multiple Experiences allow organisations to provide different customer journeys for separate websites, brands or departments while managing everything from a single Click4Assistance platform.
Yes. Every Experience can have its own logo, colours, fonts, icons, chat launcher and welcome messages to match the branding of each website or service.
Yes. The chat window can be customised with different colours, fonts, layouts, buttons, icons, agent avatars, positioning and behaviour to create a consistent customer experience.
Yes. Each department or Experience can use its own branding, messaging and customer interface to support different audiences and services.
Yes. Welcome messages can be tailored by website, department, business hours, communication channel or customer type to encourage engagement and set expectations.
Yes. Offline messages can explain alternative contact options, promote self-service resources or enable AI Agents to assist customers outside business hours.
Yes. Pre-chat forms can collect information such as names, email addresses, enquiry types and customer references before conversations are routed.
Yes. Organisations can customise post-chat surveys to gather customer feedback, advisor ratings, satisfaction scores and additional comments for reporting and service improvement.
Yes. The chat launcher can be positioned to suit each website, including landing pages, customer portals and other strategic locations that maximise engagement.
Yes. A single Click4Assistance platform can support multiple brands with separate Experiences, branding, routing rules and reporting for each organisation or service.
Yes. Each Experience can use its own AI Agent trained on knowledge specific to a website, department or audience, providing more accurate and relevant responses.
Yes. Experiences can be previewed and tested before publication to verify branding, routing, AI behaviour and customer journeys before going live.
Yes. Experiences can be configured to support accessible digital engagement and align with WCAG 2.2 accessibility principles while maintaining a consistent user experience.
Successful Experiences should maintain consistent branding, keep customer journeys simple, minimise unnecessary questions, be thoroughly tested and regularly reviewed using customer feedback and reporting.
Customise every aspect of your chat window and widget from colours to icons for a smooth on-brand customer journey.
