About the service
I develop live chat widgets for websites that need more than a simple "contact us" form — they need logic that actually distributes inquiries among operators. When a visitor opens a new conversation, the system checks how many active chats each operator is currently handling and sends the inquiry to the one with the shortest queue, not just the first available or randomly.
I separately refine the visitor side: the widget shows an approximate wait time calculated from the current queue load and average operator response time, not pulled out of thin air. In practice this noticeably reduces the number of people who leave without a response — people wait more calmly when they see a specific number rather than endless ellipsis.
Every conversation immediately goes into the client card, so an operator who opens a chat with a returning visitor sees the full history, not just the current session. I additionally configure operator statuses (online, busy, away), manual priority for important clients and simple analytics on response time and load — management sees where the real bottleneck is.
What's included in the work:
— chat widget on the frontend (embedded script, adaptation for desktop and mobile)
— operator panel with live queue and load indicators
— distribution engine with customizable balance rules
— integration with client card and full message history
— basic reporting on wait time and operator load
I separately refine the visitor side: the widget shows an approximate wait time calculated from the current queue load and average operator response time, not pulled out of thin air. In practice this noticeably reduces the number of people who leave without a response — people wait more calmly when they see a specific number rather than endless ellipsis.
Every conversation immediately goes into the client card, so an operator who opens a chat with a returning visitor sees the full history, not just the current session. I additionally configure operator statuses (online, busy, away), manual priority for important clients and simple analytics on response time and load — management sees where the real bottleneck is.
What's included in the work:
— chat widget on the frontend (embedded script, adaptation for desktop and mobile)
— operator panel with live queue and load indicators
— distribution engine with customizable balance rules
— integration with client card and full message history
— basic reporting on wait time and operator load
