Additional Features

feature name definition online/offline toggle agent can toggle online once he is ready to do conversation with customers and can toggle offline by providing a reason such as stop interaction, lunch, meeting, ad hoc,training, coffee bifurcation of source lead is active from which source (smartphone or desktop) will be visible to the agent in the customer detail section invite agent for group chat with a customer agents will have an option to invite another agent while interacting with the end user to solve the customer queries multiple agent invite in an ongoing chat with a customer livechat admin can configure the number of agents that can be added in a single chat voice to text mic option is enabled for agent online/offline toggle agent can toggle online once he is ready to do conversation with customers and can toggle offline by providing a reason such as stop interaction if the number of chats assigned to the agent is greater than zero once the agent marks himself/herself as offline by selecting stop interaction as a reason a stop timer will be visible which could be stopped once the agent disposes of all the chats if the number of chats assigned to the agent is zero then the agent can mark himself offline by providing options such as lunch, meeting, ad hoc, coffee directly bifurcation of source lead is active from which source (smartphone or desktop) will be visible to the agent with this update invite agent for group chat with a customer agents will have an option to invite another agent while interacting with the end user to solve the customer queries steps to initiate the agent who wants to invite another agent, can click on the triple dots on the top right corner and select the option of '+ add agent' a modal will appear from which the agent can search from the list of available agents who can be invited to the ongoing chat the system will send the invite to agent 2, and they can either accept or reject it note this request will appear with the name of the customer along with a '+1' indicator representing the presence of another agent in the chat agent 2 will be able to see the chat history of the user with agent 1 on the right side of the screen the details of the end user will be visible if the agent accepts the invite, the conversation will add up on their screen they can now send messages to this conversation note agent 2 can leave the chat by clicking on 'exit chat' they will not have the option to transfer the chat the messages sent from agent 2 will be distinguished with their name and blue highlight on their chat bubbles if agent 2 rejects the chat, it gets reflected on the conversation but only for the agents and not the users note agent 1 will be notified about agent 2's unavailability please refer to the demo available below for better understanding multiple agent in an ongoing chat livechat admin can configure the number of agents that can be added in a single chat this is visible unders livechat > settings > general settings > maximum number of agents that can be invited in single chat refer the below shown demo for better understanding admin side (configuration) an agent can invite the number of agents set by the livechat admin in a chat by selecting the agent names from the dropdown a request will be sent to the selected agents on clicking add note after the agent selects the "maximum number of agents that can be added in a single chat" the other checkboxes will disable in case an agent goes offline or the capacity of the selected agent reaches maximum capacity then a toast with the text "\<agent names> is/are not available" will be displayed and the request will be sent to the agent who is available once the request is sent to all the selected available agents an icon will be displayed beside the triple dot with a counter on it the agent receiving the request will have an option to accept/reject the request within the time set by the livechat admin from the console agent side (invitation) the counter on it displays the number of agents to whom the request is sent and clicking on that icon a modal will popup with the real time pending/accept/reject/no (accept/reject) activity/exit chat the latest status note only after the timer drains to 0, the primary agent can invite more agents in the chat no accept/reject activity if agent does not accept and the timer drains to 0 a notification of another agent joining/leaving the chat will be displayed in the chat section, chat history, ongoing chat(viewed by admin/supervisor), archive chat in the performance report, a column "no accept/reject group chat" is added the number of times an individual agent has not responded to the accept or reject of the request will be registered in that column "no accept/reject group chat" added in excel note minimum timing set to 15 on admin side in "pending time for accept/reject while an agent invites another agent in the chat(in seconds)"