Hi, We currently use Enghouse/Touchpoint with the Webchat. We implemented this 12 months ago which in hindsight hasn't been too successful. I'm hoping someone who has trialed and tested how they manage webchat to share their secrets of success, drafted procedures and general strategies. We are a small council with only 2 dedicated resources on phones. Would love to hear your experiences and lessons learnt as we move into a re-launch!