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Account

Introduction​

This article will explain everything about user account and permission options.

Account​

Operator can access his account by clicking top right menu icon.

Once he logs in he will see his account like this

Permissions​

Required permission to access account page

'lhuser','selfedit'

Attributes​

  • Chat nickname - visitor will see this as operator name he is chatting with.
  • Job title - job title is visible in chat widget in operator profile block.
  • I receive other operators permissions request - means then other operator request some permissions this operator will get e-mail.
  • Skype - if operator enters his skype - icon will be shown.

Assigned departments​

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If operator clicks checked to the left of the eye icon he will get access to read this departments chats but not accept/chat.

Permissions​

Required permissions to access assigned departments tab and see assigned departments

'lhuser','see_assigned_departments'

Required permissions to access assigned departments tab and see assigned departments groups

'lhuser','see_assigned_departments_groups'

Required permission to be able to edit assigned departments/departments groups. Without this list will be just rendered without possibility for operator edit assigned departments. This gives permission to choose departments groups and departments.

'lhuser','editdepartaments'

Required permission to choose all departments in account edit

'lhuser','self_all_departments'

If operator will have 'lhuser','editdepartaments', but won't have any of 'lhuser','see_assigned_departments', 'lhuser','see_assigned_departments_groups' he still won't be able to edit his own departments.

Visible lists​

Use can choose what lists he can see.

How to disable bot chats for an operator to see ?​

You can disable this window for an operator and remove option to see bot chats. So operator would not see a bot chats.

Permissions​

Required permission to change lists.

'lhuser','change_visibility_list'

Personal canned messages​

User can have personal canned messages also which will be visible only to him. Required permissions.

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Personal auto responder​

User can have also personal auto responder. Personal response messages will override default auto responder messages. Required permissions.

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info

Auto responder for department also has to be setup.

Chats​

User can change few general settings related to chats workflow.

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I can see all pending chats, not only assigned to me​

By default, dashboard Pending widget shows all pending chats. You force pending widget to show chats only assigned to you by checking this options.

You can disable this option for operator by removing this permission.

'lhuser','allowtochoosependingmode'

Automatically accept assigned chats​

System will automatically open assigned chat tab while you are on dashboard page.

Exclude me from auto assign workflow​

Let say you are Supervisor and want to accept chats also, bot do not want to participate in auto assignment workflow. This is the option for you.

Auto preload previous visitor chat messages​

Chat will automatically preload previous chat message if we find that visitor had any chats before.

Auto uppercase sentences​

We will uppercase automatically operator sentences.

Maximum active chats​

You can set how many active chats you can have. This will not assign any new chats to you if this number is reached. More information about auto assignment

Remove my closed chats from opened chat list on page refresh​

Chats will be removed from open chat tabs if

  • Chat is closed
  • You are a chat owner
  • Chat was closed minimum 5 minutes ago

Permissions​

Required permissions to see this tab.

'lhuser','allowtochoosependingmode'

Speech​

In speech section you can setup default speech settings. If you choose languages you speak auto assign workflow will try assign these chats to you first.

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Permissions​

Required permissions

'lhspeech','changedefaultlanguage'

Permissions​

This section allows you quickly see to what module/functions you have access to. User also can ask for permission to specific module. Using Request permission button. Mail is send to User who have checked I receive other operators permissions request.

To grant permission itself you have to edit Role and just assign requested permission manually.

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Permissions​

Required permissions

'lhpermission','see_permissions'

Notifications​

In this section operator can configure settings related to new chats notifications aldo enable activity tracking so operator would go offline/online automatically. Related information how to automate online offline status

In this window operators can also

  • Turn of/off sound notifications for a pending chat
  • Turn of/off sound notifications for a new messages
  • Show or not alert for new chat
  • Hide/Show quick notifications at the top left corner of the app
  • Subscribe to browser notifications for a new chats
  • Option to hide notifications for pending chats if he is not an owner of it.
  • Subscribe to browser notifications.

FAQ

My operators do not hear a sound when a new chat comes?​

Make sure they have turned on sound notifications in Account > Notfications. There are two sound notifications icons. One for new chats and the other for new messages. Operator also

  • He should see this pending chat in their dashboard
  • Interacted with a back office page. Click anywhere in dashboard. Recommended.
  • Chat should be in pending state or pending and assigned to him.
  • Operator should use Resquest notification permission for maximum alert for a new chats.
  • He will not hear a sound after refreshing back office, only for new incoming chats he will hear a sound.

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