FocalScope

Open your site’s inbox and meet customers where they already are. FocalScope gives teams a single desk for live chat, social messages, and phone calls, so you can move faster without juggling tools. Start by picking a ready-made chat theme, then tailor the pre-chat form to collect what matters—email, order number, product interest. Add simple rules to spot repeat visitors or high-intent behavior and trigger a helpful prompt at the right time. Set skill-based routing so technical questions land with your specialists while sales inquiries go to closers. Use the staffing calendar to plan shifts and show who’s on duty in real time.

When a conversation starts, your agents have everything in reach. Insert saved snippets for common answers, then pull step-by-step guides or documents from the knowledge base when a question goes deeper. If the issue needs another expert, perform a one-click handoff without losing context—the full thread stays intact. Launch a shared browsing session to see the customer’s page, cursor, and clicks, and guide them through a fix or checkout. If typing isn’t enough, switch to click-to-call or turn on video for a face-to-face walk-through. The chat history persists across channels, so if the customer follows up later by Twitter or phone, your team picks up exactly where it left off.

Use proactive outreach to lift conversions. Define audience rules such as “visited pricing twice,” “items in cart,” or “returning within 7 days” and send a timely nudge with a relevant offer. Pre-qualify leads with custom form fields, then route them to the right account owner automatically. Offer an instant callback from the widget for urgent cases, or upgrade a high-value chat to video for a quick demo. You can also create topic-based threads for projects or VIP customers, keeping every note, file, and decision in one place for ongoing collaboration.

Stay responsive after hours without burning out your team. The offline form captures questions, adds them to a prioritized queue, and includes all the context you requested up front. In the morning, agents use tags and saved replies to clear the backlog quickly, referencing past transcripts to avoid repeat questions. Schedule coverage around peak hours and holidays with the built-in calendar, and adjust routing rules as your team grows. Over time, refine your snippets and knowledge base from real conversations, so each new chat takes fewer messages—and customers get resolutions in minutes, not days.