ELMA365 Service

ELMA365 Service is a system solution you can use to create a single platform for communicating with employees, customers, and partners.

ELMA365 Service allows creating a unified contact center via the Live Chats feature.

Set up a contact center

In live chats, operators can receive messages from ELMA365, messengers, and email in a single window.

To set up Live Chats, follow the steps below:

1. Assign operators and supervisors.

Create groups of employees who will work in live chats: operators who will answer customers in Live Chats and supervisors who will monitor the performance of the operators. Read more in Groups in the Live Chats workspace..

2. Create live chats.

In live chats, messages are received, distributed, and processed. You can create multiple live chats that will handle requests from specific groups of users. For example, one live chat may provide support for employees and another for partners. Read more in Create a live chat.

3. Identify responsible employees and set up routing.

Specify the groups of employees who will work in a live chat—supervisors and operators. Next, create rules for routing so that new calls are automatically distributed to specific operators or groups of operators. Read more about it in Configure message routing.

4. Connect messengers and email to the live chat.

Connect messengers, the VKontakte  social network, and email to the live chat. Customers will be able to send requests from the apps they are used to, and operators will answer them using the ELMA365 interface. Read more about it in Connect messengers to a live chat and Connect an email account to a live chat.

5. Fill in the Response templates directories.

Fill the directories with answers to frequently asked questions. Operators will use pre-designed templates to respond to customers faster. Read more about this in Response templates.

6. Configure the launch of business processes.

To speed up the work of operators, you can set up automatic launch of business processes when certain events occur. Read more about this in Configure automatic process start.

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