General
Last updated
Was this helpful?
English
Last updated
Was this helpful?
Here you will learn about the wide range of options for setting up the operation of a mluvii tenant:
Operators can view basic information about a client in the queue before accepting them for a chat or call. Typically, information about the device type, browser, and country from which the client accessed the site is displayed.
Operators can see which other operators the session has been routed to by hovering over a pending session.
You can remove the ability for your operators to ban clients (such clients will no longer be able to chat with the operator from the device or communication channel).
To comply with legislative requirements, you can automatically anonymize session data.
Once the condition is met, the client data is automatically anonymized (deleted). Specifically, this includes the following:
Messages and files in the session,
phone call recordings or Audio/Video recordings,
session-client record binding in the Contact Directory,
any session parameters (added by the operator, chatbot, or client by filling in the input form),
session result and client feedback.
Once this setting is enabled, the operator can dial a phone number of their choice before starting a phone call (the client will see this number displayed on the phone).
This is a configurable feature that is not available by default.
This setting is relevant if you use the CallBack widget on the site, Invitations, or upgrade a standard WebChat session to an Audio/Video call. The Recordings tab will appear in the session details.
At the end of each session, the client can send the chat transcript to an email. This field can be checked by the user or by the operator. The client can reply to the transcript and here you choose the destination to which the reply is directed (the operator's email or your company's universal email).
Sessions at a defined time remain in the queue even after the client leaves the session (closes the browser window, ends the session, loses connectivity, etc.). In this case, the session remains visible in the operator queue.
This setting is relevant to the CallBack widget where the client enters their phone number before entering. To avoid possible overwhelm (repeated contact by the same client), you can set a limit.
If you don't want to allow the client to send files within the Webchat session, use this session.
After the session ends, any files sent during the session are deleted and no mluvia user can get back to them.
The client, according to the settings, after clicking on the WebChat widget can see all the history of communication with operators.
The history is tied to the specific device and browser used. So once the client connects from somewhere else, he will not see his history.
This is how you can handle cases where clients accidentally or intentionally disconnect from a chat for a short period (losing connection, closing a browser tab, ...) and you need to ensure that they return to an ongoing conversation with an operator, use this setting.
Here you define the order in which emails are sorted for processing by the operators in the user interface, and also the routing of emails. By default, emails are sorted from newest to oldest (that is, the newest emails are sorted to the front of the common email queue.
Here you set the package status (Busy/Offline) in a situation where all operators are in the Away state (have put one of the available ).
decides whether the most recent messages in a thread should be at the end (disadvantageous for long threads where the operator is forced to scroll to get to the last client message), or whether the most recent messages will always be at the beginning.