Shortly after moving to Google Apps, Google introduced an experimental service called Google Talk chatback which allowed us to display live Chat Badges next to our agent’s profiles and as a primary communication option besides phone number and email. It allowed for the instant connection between a prospective buyer and the online agent. The great thing about this service was it was dynamic and ONLY displayed those agents that were indeed ONLINE and READY to chat (which means they were using their GMAIL and chat status set to AVAILABLE) . We programmed a round-robin system and called it “virtual floor time” — online agents would take turns appearing on the home page. When a new visitor hit our home page, a new agent would display. This was a great system for the even and fair distribution of “floor time” leads to our agents and was received very favorably both by prospective clients but our agents as well. Unfortunately, Google discontinued the Google Talk chatback feature and we moved to a chat system where online representatives field incoming chat requests that get distributed to the agent team via email. Not as ideal and we are still wanting Google to restart Google Talk chatback!