In LiveAgent you can see the current webpage of your customer on chat, and you’ll also be notified of each page they switch to. This feature is very handy when you are directing your customers to a specific webpage and you want to give them the best information possible, for example regarding pricing or technical details of your product / service.
Each live chat session starts with the information about the customer, where you can see along with many other details, their Start URL. Start URL is the web page, where the live chat was initiated by the customer.
In our example it is the web page https://support.ladesk.com/300428-IVR
As a chat continues, customers can come with potentially more and more questions, and not all of them can be answered from the same page you provided them or without any visual help. In our example the customer needed help with the IVR, since it was the last step to have a fully integrated call center. You can see how they moved through several different knowledge base articles.
In our example, the chat was later joined by another colleague, after a request from the Internal chat (remember, that Internal chat can be started anytime and you even have a chance to leave an offline message for your co-worker).
By knowing the current URL of your live chat visitor, you can provide the best and most accurate support for your customers by seeing how they move between the sub-pages of your own website.
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