In Live Chats, permissions and responsibilities are group-based. Groups of operators process customer messages while groups assigned as supervisors monitor their performance.
Groups are also used to distribute incoming requests. For example, general requests are routed to operators while more specific requests are sent to accounting, HR, IT, etc.
If you have activated the ELMA365 Service paid solution, you can implement a multilevel system for processing messages in several live chats assigning user groups created in the Live Chats workspace to handle received requests.
If you haven’t activated the solution, you can only create one live chat. In the settings of the live chat you can only include groups created in Administration > Groups.
Create a group in the Live Chats workspace
To add a new group for the Live Chats workspace:
- Go to the Live Chats workspace and click the gear icon next to its name.
- Select Groups.
- A list of all the groups created in the workspace opens. To add a new one, click +Group.
- Enter a name for the group. Then add users by either typing their names or clicking
to select users from a list. Any user of the system can be selected.
- Click Save. To learn more about creating user groups, see Groups and roles in workspaces and apps.
Now the group is available in live chat settings.
Note that the number of users included in groups cannot be higher than the number of named licenses specified when activating ELMA365 Service.
Distribute requests between several live chats
If you have activated the paid solution, you can create several live chats. To each live chat you create, you can assign different groups of operators and supervisors created in the Live Chats workspace. To do that, go to Administration > Live Chats and click +Live Chat. To learn more, see Create a live chat.
For instance, you can set up two separate live chats for messages from your internal and external users.
When setting up the internal live chats, in the Customers section, select the groups of internal ELMA365 users who will be able to send messages to the live chat. In the live chat for external users you will be using a messenger, for example, WhatsApp, so leave the Customers section empty.
In both live chats, supervisors will distribute incoming messages among operators. The general group of operators works with general requests. In case of more specific issues, they can switch the session to an expert. For example, company employees can be switched to an accountant or an HR specialist while requests from customers in the external live chat can be forwarded to the sale department or customer support.
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