General

Here you will learn about the wide range of options for setting up the operation of a mluvii tenant:

• General

  • Client Preview

  • Show routed operators

  • Banning clients by operator

  • Automatically anonymize old sessions

• Phone

  • Selecting an outbound phone number by an operator

• Chat

  • AV session recording

  • Widget state when away

  • Recipient of e-mail transcript reply

  • Allow offline callback

  • Same phone number block duration

  • Client upload files

  • Delete files after ended session

  • Client chat history

  • Client disconnected duration

• Email

  • Sorting and routing of e-mails

General

Client preview

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.

Show routed operators

Operators can see which other operators the session has been routed to by hovering over a pending session.

Banning clients by operator

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).

Automatically anonymize old sessions

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.

Phone

Selecting outbound phone number by an operator

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.

Chat

AV session recording

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.

Widget state when away

Here you set the package status (Busy/Offline) in a situation where all operators are in the Away state (have set one of the available Away Reasons).

By "All operators in Away state" we mean operators to which sessions from the WebChat package are routed according to the settings.

Recipient of e-mail transcript reply

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).

Allow offline callback

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.

The operator accepts the session, and finds that the client has already disconnected, but has the option to use the previously entered contact information for telephone contact.

Same phone number block duration

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.

Client upload files

If you don't want to allow the client to send files within the Webchat session, use this session.

Delete files after ended session

After the session ends, any files sent during the session are deleted and no mluvia user can get back to them.

Client chat history

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.

Client disconnected duration

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.

If the client can return to the chat within the defined time, they can continue the ongoing conversation.

Email

Sorting and routing of e-mails

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.

If you want to make sure you don't miss any emails, set the reverse order (value "Oldest").