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Email tickets vs. live chats

Depending upon the business use case, Inbox can be configured to handle email tickets or live chat. Few comparasions of email vs. chat are mentioned below:

Live chatEmail tickets
Synchronous form of communicationAsynchronous form of communication
In this case, the bot user is actively present in the bot (WhatsApp bot, web bot, etc.) and is expecting a response to the raised queries in real timeThis allows customers/ brands that are using the bot to provide support for a lot of customers in a situation when they are not required to respond instantaneously
Inbox live agents are immediately available to provide support and resolve these queries in a short period (10-20 minutes)Industry practices could be to respond in a few hours or days
Expect immediate responses. Since a lot of queries are handled in a short span, SLAs are imposed expecting live agents to meet a targetThis allows the brand to handle more volume of queries and provides the freedom to provide a delayed response depending upon the capacity