Chat puts website and messaging conversations into the same place as your calls and web form enquiries. That is the point of it: not another channel to monitor, but one fewer place to look.
In a company of two or three people, an enquiry is lost the moment it lands somewhere only one person watches. A shared queue means whoever is free answers, and whoever picks up second can see that it is already handled.
Because chat sits on the same iSAP Network platform as the telephony and the inbound analytics, a conversation that becomes a customer is attributable to whatever produced it — the same way a tracked call is. The visitor who chatted and the customer your accounting later invoices are one record, not two.
What it covers
Website chat
Conversations from your own site, in a queue rather than a browser tab.
Messaging channels
The channels your customers already use to reach businesses here.
One queue with calls
Chat, calls and form enquiries in the same picture.
Handover
Somebody else can take over a conversation without being briefed first.
Attribution
Which campaign or page produced the chat that became a customer.
One customer record
Shared with the CRM, so there is no second address book.
Why a shared queue matters more than the channel
A Dubai company routinely answers in English and Arabic, and often across time zones that only partly overlap with its own working day. A visible shared queue is how a small team covers that without anyone answering the same person twice.
Chat is usually the first channel a young company adds after the phone, and usually the first one it stops watching. Putting it in the same queue as the calls is what prevents that.
Because it runs on the same platform as the analytics, chat volume shows up next to call volume — so you can see which one your customers actually prefer instead of guessing.
Part of iSAP Network, live at isap.network. Chat and Smartcall Agency are two separate products (Tino, 2026-09-24) — Smartcall is the AI voice agent and has its own page. Worth noting: the Chat section on the live isap.network site currently shows the Smartcall description, which should be corrected there too.
Questions we get asked
Is this a chatbot?
No. Chat is for conversations your team has with visitors. The AI voice agent is a separate product, Smartcall Agency.
Does it share the queue with calls?
Yes, and that is the main reason to use it rather than a standalone chat widget.
Can we hand a conversation to a colleague?
Yes — a shared queue means the history goes with it, so nobody has to be briefed.
Do we need it on day one?
Only if customers already reach you by chat. The shared queue matters more than the channel itself.
One queue, not four tabs
Tell us which channels your customers already use to reach you, and who would answer.
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