The ability for us as marketers, salespeople or even employees in general can have these light boxes appear right where we need it at that exact moment with pre-written messages tailored just for each customer's situation. It also allows multiple users (both internal & external) access without having separate accounts/credentials. Sometimes I wish there were more options - like being able to change colors of buttons etc, but otherwise this has been great! Have used both desktop version (& mobile app), so no major dislikes here either way. Great feature overall - especially if you're working from your phone while out walking around talking customers through issues vs waiting until later via text message which could make things awkward.