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QuadC Chat: Overview & How it Works

Welcome to QuadC Chat! This guide walks you through how QuadC Chat works and how to navigate the platform step-by-step as a new user.

Overview

QuadC Chat uses a hybrid support model: it provides 24/7 automated responses to routine inquiries using your approved knowledge base, and automatically routes complex inquiries to your live support team.

Step 1: Understand User Roles & System Access

Before logging in, make sure your account administrator has assigned you the correct platform role:

  • Support Role: Access is restricted to the Cases inbox. Use this role if your daily responsibility is answering live chats from website visitors.
  • Owner / Co-Owner Roles: Provides full administrative control to manage bot content sources, customize widget branding, configure operating hours, and manage team access.

Step 2: Navigate the Main Dashboard

Log into your QuadC portal and use the top navigation menu to switch between administrative and support views:

  1. Click Dashboard to view high-level support analytics, including total case volumes, average response times, and average resolution times.
  2. Click Cases to access the live agent inbox where incoming chats are managed.
  3. Click Bot Configuration (Admins only) to edit AI sources, set operating hours, or change widget colors and forms.

Step 3: Follow the End-to-End Conversation Workflow

Here is how a conversation flows through the platform from start to finish:

1. User Starts a Chat

A visitor opens the chat widget on your website. If enabled, they complete a quick Pre-Chat Form (entering details like Name, Email, or Department) before sending their first question.

2. AI Handles Initial Inquiries

The AI assistant greets the visitor and answers their questions using your approved knowledge sources.

3. Escalation to a Live Agent

If a visitor asks a complex question or types a request to speak with a human (e.g., "connect me to an advisor"), the AI triggers a human handoff. The chat widget notifies the user that a team member is joining, while a new case appears in your team's Cases inbox under the Waiting tab.

4. Agent Takeover

A support agent opens the Waiting queue, reviews the user’s previous chat transcript and browsing history, and clicks Claim to start messaging the user in real time.

5. Wrap-Up and Feedback

Once the inquiry is resolved, the agent clicks Close or Return to AI. The chat widget automatically prompts the visitor to complete a post-chat rating and feedback survey.

Next Steps

Now that you understand the basic system workflow, select the guide below that matches your setup needs: