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Hybrid customer support
The problem
Most visitors prefer chat for quick questions, but some situations — a complex issue, an angry caller, a deal close — need a real conversation. Forcing every visitor down one channel leaves money on the table.
The pattern
- Chat is the front door. Embed the uWebChat widget on every page. Most queries get handled inline.
- Voice escalation button. In the chat widget or transcript, offer a "Call me" button that creates a queued voice callback through uWebChat Voice.
- Same agent pool. Agents that handle chat also handle voice — Microsoft Teams presence drives both. No separate scheduling.
- Conversation context follows. When the call connects, the agent already sees the chat transcript.
What you configure
| In | What |
|---|---|
| uWebChat Chat | Enable the "Request call" rich card on chat windows |
| uWebChat Voice | Create a callback queue with the same agents as the chat group |
| Microsoft Teams | Single presence config drives availability on both channels |
Why this works for cross-sell
- Voice prospects discover chat (low-friction entry).
- Chat customers discover voice (escalation when text isn't enough).
- One agent investment serves both flows.