Led the revamp of MyAlice’s LiveChat to break silos between website chats and social media support, creating a unified, modern interface where customers can initiate conversations via their preferred channel.

The Problem: The original LiveChat was limited and outdated:

• Isolated Website Chat: Customers could only message via the website widget, forcing them to switch apps (e.g., Facebook) for urgent queries.

• Agent Inefficiency: Though MyAlice already had a unified agent dashboard for social channels, website users couldn’t leverage it.

• Missed Engagement Opportunities: No way to convert website visitors into social followers or leverage messenger platforms for sales.

The Solution: Transformed the LiveChat widget into a multi-channel gateway:

• Added Social Channel Buttons: Integrated Facebook, WhatsApp, and more directly into the website chat widget, letting users choose how they want to connect.

• Consistent Agent Experience: All conversations (website + social) still funnel into the same myAlice dashboard for agents.

• Modern UI: Replaced the bland chatbox with dynamic buttons, channel icons, and auto-prompting.

My Role as: Owned the end-to-end feature design and implementation:

• Design Leadership: Prototyped the widget’s social channel selector (icons, tooltips, connection flows).

• Technical Collaboration: Worked with engineers to maintain end-to-end message syncing between the widget and myAlice’s agent dashboard.

Learn More: https://www.myalice.ai/blog/myalice-livechat