VOIP

voip in livechat an option to initiate the voip call in pip and a new tab at the agent's and the customer's end agents will be able to self assign chat this is visible unders livechat (admin side) > settings > general settings > enable voip > pip or new tab if the user selects voip in pip the agent and customer can do a conversation over voip in pip i e in the same tab if the user selects voip in the new tab the agent and customer can do a conversation over voip in the new tab i e after initiating the voip call the agent and customer will be redirected to a new tab note the download column option in voip history will only be available when the option "new tab" is selected in enable voip in admin settings if the agent capacity is full for the livechat, now the agents can view & self assign waiting chats these waiting chats are sometimes getting dropped to enable self assignment for agents to enable this option this is visible under cogno chatbot cogno livechat console (admin side) > settings > general settings > enable self assign admin side to "enable self assign option of chats at agent's end" is provided by default, the option will be off on enabling the toggle self assign option of chats at the agent's end will be available refer the below given demo for better understanding to enable