Chat vs Voice — what fits when
Side-by-side overview of capabilities. Pick by use case, not by product.
| Feature | uWebChat Chat | uWebChat Voice |
|---|---|---|
| Channel basics | ||
| Customer-facing channel | Website widget, WhatsApp, MS Teams | Inbound/outbound phone, Teams calls |
| Live agent conversations | ✓ | ✓ |
| Asynchronous (offline) messages | Leave-a-message form | Voicemail with transcription |
| Routing & availability | ||
| Group / queue routing | Groups | Call queues |
| Microsoft Teams presence-based hunting | ✓ | ✓ |
| Business hours & holidays | ✓ | ✓ |
| Microsoft 365 Shifts integration | — | ✓ |
| IVR / virtual assistant front line | OpenAI virtual agents | IVR with menu options + AI prompts |
| AI & automation | ||
| AI-generated voice prompts | — | ✓ |
| Conversation transcription | Native chat is text | ✓ |
| AI conversation summaries | — | ✓ |
| Virtual agent / chatbot | OpenAI assistants | Future: AI IVR |
| Operations & reporting | ||
| Call/chat recording | Transcript log | Audio recording + transcript |
| Real-time wallboard | — | uWallBoard |
| Detailed CDR / call logs | Chat logs in OneDrive | CDR with export |
| SLA monitoring | — | Realtime gauges |
| Audit log | — | ✓ |
| Integrations | ||
| Microsoft Teams | ✓ | ✓ |
| Role-based access control (RBAC) | — | ✓ |
| WordPress plugin | ✓ | — |
| Power Pages embedding | ✓ | — |