Both traditional chat and messaging enable businesses and customers to communicate with each other
for the purpose of answering questions, getting support or making buying decisions. However, there are
some key differences between the two types of communication.
Like phone support, chat support is synchronous, meaning the customer and agent have to be available at the same time to communicate. If one person leaves, the chat session is terminated forever. Messaging, on the other hand, more closely resembles a text message or social messaging exchange where customers and agents get the best of both worlds: they can respond immediately, or in a few hours, or even after a few weeks.