Active Chats / Inbox

livechat assigns customers to an agent on a round robin basis or based on the category selected by the bot users the agent can view the chats that have been assigned to him/her in the tab “active chats” after the livechat agent and customer have connected, they can initiate the session and resolve queries the livechat agent can also send images and pdf documents if necessary in case the agent is still not able to help the customer, they can choose to transfer the chat to another agent who is online they can also choose auto assign, in which case, livechat will automatically assign the session to another agent after the customer’s queries have been resolved, the agent can end chat asynchronous chat (livechat) if the same customer raises a request on livechat from the chatbot then it will also load that customer’s previous chats an example for the same is shown below voip calling (agent side) on clicking on the initiate voip call under the section perform actions, a voip request will be sent to the customer at the customer's end, a consent to accept or reject will be taken post which actions will be performed if the customer clicks on reject, at the agent's end the status of the performed actions in the customers detail will be changed to "request rejected", a toast will be displayed and a system notification will be added in the ongoing chat clicking on "resend request" the voip will be initiated again if the customer accepts the voip call then a toast for request acceptance will be displayed, browser notification for the same will be available and the system notification will be added in the ongoing chat clicking on the connect button, if voip in pip is enabled then a small rectangular draggable screen will be added note the transfer chat option will be disabled livechat + video call to use the functionality the admin needs to enable this using livechat > settings > general settings> enable voice/video call > allow end customer to initiate video call toggle the agent can initiate the video call from his end in case he wants to talk to the customer after clicking on the video call button a link is given to the customer to join the video call when the customer joins the call the agent has to click on the connect button the agent can then talk to the customer they can see each other by keeping their videos on if the customer clicks on reject, at the agent's end the status of the performed actions in the customers detail will be changed to "request rejected", a toast will be displayed and a system notification will be added in the ongoing chat clicking on "resend request" the video will be initiated again if the customer accepts the video call then a toast for request acceptance will be displayed, browser notification for the same will be available and the system notification will be added in the ongoing chat refer to the demo for better understanding click here previous chat history visibility previous chats by the end customer on the bot will be visible to the agent if livechat is connected note only the last 10 messages combined (customer query and the bot responses) will be visible refer the below shown demo for better understanding virtual interpretation (multilingual) agents will be able to specify their preferred language and still be able to converse with a customer, who might be using a language other than their preferred language please note the optionality to enable or disable this feature is given in the django admin section and will be set to enabled by default this is visible under agents side to configure livechat (agent side) > settings > general settings > preferred language agents can select the preferred languages (multiselect is available) once preferred language are added by the agent, in a case where customer interaction initiates where the customer is using any other language than the one listed by the user as their preferred language, then a notification is showcased at the top bar of the conversation window, where the system detects and showcases 'detected language english ' with a 'translate' button next to it translate button shows a list filled with all the preferred languages selected by the agent and they can select one from this list once selected, all the messages turn into the preferred languages opted by the agent clicking on view original will help agents to view the messages in their original language clicking on view translated will help agents to view the messages sent in the language preferred by the end customer clicking on see translation will translated back to the original message language mobile view refer the below shown demo for better understanding or click here please note (limitations) languages in this list will be filled based on all the languages possible by the translator our system is using by default, the english language will always be selected, which cannot be deselected for now the language selected for the bot by the admin will also be selected by default if no preferred language is selected, then in that case the default language set for the bot will be showcased for the agent to translate along with english if another agent is added to this chat, they will also be prompted with the same option and their language will also be translated as per the preferences of the existing agent and the customer if the messages sent by the user are originally in the language preferred by the user, then also the prompt will be showcased to an agent who has more than 1 preferred language in case of no other preferred language, the option will not be shown ticket management system to use this functionality the admin needs to enable this using livechat > settings > general settings > enable raise a ticket functionality for agent toggle agents will be able to raise tickets by clicking on the raise a ticket option after that, he will have to fill up a ticket form in that, there will be prefilled data about the customer the agent has the access to change the data in case there is some error he then has to select the category and describe the query the agent can also attach relevant pictures if necessary an option has been provided to view the previously raised tickets refer the below shown demo for better understanding or click here please note (limitations) no provision of pii masking no validator present for phone number and email address etc currently, if livechat is using cogno desk for tms, it is first needed to be enabled at the chatbot end as well if not, then it showcases an error when raising a ticket this issue, however, will not occur when integrated to a third party vendor for tms chat escalation matrix the admin/supervisor will set the blacklisted keywords for the agent and the agent cannot use those words in the chat if the customer uses a blacklisted keyword then the agent can warn the customer or choose to ignore it once warned if the customer uses a blacklisted word again then the agent has the option to report the customer once reported the chat will be terminated and put into the reported chat list for the admin to review the admin can also allow the agent to report a chat without warning the customer in this case, if the customer is misbehaving then the agent can immediately report the chat without any warning refer to the below shown demo for a better understanding please note (limitations) chat escalation is not enabled by default for the end customer in case of multiple agents in a chat only the main or primary agent will be able to report/warn an end customer escalation of a chat is only possible if the language of the keyword used by the customer is the same as the language in which the keyword was added to the blacklisted keyword if a user is reported their chat will be counted as disconnected by the system any keyword added in the blacklisted list by a supervisor will be added to the master list of the admin as well as for the rest of the supervisors too same for blocked customers if tms is enabled, then even after reporting, the agent should be able to raise a ticket for that customer before resolving chat transcript to the customer agents will have an option to email the chat transcript to the customer's email id for the agent if enabled by admin, a send transcript button will be shown to the agent in the action panel of the agent during interaction with the end customer when the agent clicks on send transcript, a modal will pop up asking for an email address for the transcript to be sent once added the transcript will be sent to the added email id