Canned responses. I use those quite a bit. I also like that the tickets and livechat are integrated. The notification panel is well designed, I can test my set up quickly - making sure I don't miss a chat. I like seeing what chatters type before they hit send, because it gives me more time to formulate a response. Review collected by and hosted on G2.com.

Very little. The tagging feature is somewhat inconsistent. Based on canned responses in chats - its very accurate, but in chats where canned responses are not used its hit or miss. Good feature to have though! Review collected by and hosted on G2.com.