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Configuring livechat and updating staff access

Sneha Joshi Jun-5th, 2021 20:07 1 0

Live Chat - Getting started

Congratulations..!! You are now one step closer to efficiently addressing your client queries. The live chat feature will definitely provide you a competitive edge to connect with your clients over chat in real time. You can configure the live chat settings from the staff portal using the admin/super admin credentials.

When you login to the staff portal using admin/super admin credentials, you will be able to access the admin settings. Through these settings you can manage the entire product and modify it as per your requirement. In order to use the live chat feature, first you will need to enable the live chat module. You can access the live chat module and enable it from: Admin settings>System>Module>Livechat

When you enable the livechat module, you will find the settings related to it will be displayed under the admin settings. Through these settings you will be able to set up your own customised live chat widget.

Live chat module will also require that you define chat access for your staff members. While adding a new staff you can specify the chat access. When you add a new staff, you can choose to enable the staff as a live chat agent. When you enable a staff as a live chat agent, you can also specify the maximum number of chat requests the staff can handle simultaneously. For an existing staff, you can modify the status through the staff access tab. These settings can be accessed through:

Admin settings>User>Staff>Add staff/Update staff

Enable Department access: For a client to be able to raise live chat requests for a certain department, you will need to allow live chat access for that department. When you enable the live chat access for a certain department, clients will be able to initiate chat requests for that department and you will also be able to route chat requests.

Admin settings>>Module properties>>Department>>Update department


Enable Language: Let’s suppose you have only one staff who speaks spanish and hence attends to spanish speaking customers coming on live chat. In case that staff member goes on leave, you can simply disable the live chat access for spanish language. In this way, a client will not be able to raise a chat request in Spanish language. To enable your clients to raise chat requests in a particular language, you will have to enable live chat access from that language.

Admin settings>>System>>Language>>Update language

Staff role access

We understand that you want different staff members to have different levels of authorization with respect to the Live chat software. You can create roles and modify them according to your requirement and assign it to your staff members. For eg. If you have a trainee role created in your system, you can modify it’s access in such a way that the trainee should have limited access and will not be able to disrupt anything.

Live chat module will require you to define chat access for your staff members. While adding a new staff you can specify the chat access. When you add a new staff, you can choose to enable the staff as a live chat agent. When you enable a staff as a live chat agent, you can also specify the maximum number of chat requests the staff can handle simultaneously. For an existing staff, you can modify the status through the staff access tab. From the role access settings you can define the granular access to your staff members. Module wise access permissions regarding live chat can be modified through:

Admin settings > User > Update role

If you don’t want a staff member to access live chat, while defining the role access you can uncheck the box at the top.


  • A staff will be able to view the live chat module if you enable module access.

  • You can specify if you want a staff to be able to view chats and accept chat requests raised by the clients.

  • If you check auto acceptance the staff will not need to manually accept the chat request.

  • Using forward chat access your staff members will be able to forward the chat request to other staff members. This feature can be helpful if your staff gets stuck and needs another staff to intervene.

  • In the same way, invite operator permission will allow your staff members to invite other staff members to the ongoing chat.

  • When a staff member is given the permission to join, such staff members will be able to join ongoing chats.

  • You can also enable a staff member to modify the status of the chat if you check on the chat status option.

  • A staff member will be able to join an ongoing chat invisibly when you enable the join invisible permission.

  • You can allow your staff to take an ongoing chat from his colleagues as well as modify their display name on the chat widget.


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