Webchat Integration (Website Chats in Your Unified Inbox)

ShuttlePro Webchat Integration allows website visitors to start conversations directly from the business website. Instead of using webchat as a separate support tool, ShuttlePro connects those conversations with the main customer support workflow.

Visitors can choose available options such as live conversation with an agent, WhatsApp redirection, chatbot-based support, or complaint generation depending on what the business enables. This helps teams manage website visitors, customer questions, and support requests from one connected system.

When a visitor selects live conversation with an agent, the conversation is redirected into ShuttlePro’s Unified Inbox. From there, support agents can receive, manage, and respond to the website visitor like any other customer conversation.

This helps businesses avoid losing website inquiries and gives the team proper ownership, assignment, internal notes, and follow-up visibility. Managers can also decide how these webchat conversations should be routed between agents or teams.

Yes. If the manager wants, a chatbot can be enabled on the webchat live conversation flow. This allows the business to handle common website queries automatically before an agent becomes involved.

For example, the chatbot can help with FAQs, product questions, delivery information, complaint guidance, or basic support options. If the visitor still needs human help, the conversation can continue with an agent through ShuttlePro’s Shared Inbox workflow.

Yes. ShuttlePro Webchat can include an option to redirect website visitors to WhatsApp. This is useful for Pakistan retail and eCommerce businesses where many customers prefer to continue conversations on WhatsApp after visiting the website.

By connecting webchat with WhatsApp CRM and WhatsApp Business API, businesses can give customers a familiar communication channel while still keeping support organized inside ShuttlePro.

Yes. If the manager enables the complaint option, website visitors can generate a complaint directly from the webchat interface. This is useful for customers who need help with delivery issues, damaged products, returns, refund requests, payment concerns, or order-related problems.

Once the complaint is submitted, the case can be managed through ShuttlePro’s Ticketing workflow. This helps the support team track the complaint with ownership, status, internal comments, and follow-up history instead of handling it as an unstructured website message.

ShuttlePro Webchat gives managers control over which options appear to website visitors. Managers can decide whether to enable live agent conversation, chatbot support, WhatsApp redirection, or complaint generation based on the business workflow.

When webchat is connected with Agent Performance and Audit Trail, managers can also review how website conversations and complaints are handled. This gives better visibility into website support activity, agent follow-ups, and customer issues coming from the website.