Application

General

Offline CallBack
Sessions at the 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's queue.

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

Preview of a waiting client
Operators can preview basic information about the customer in the queue before accepting to chat or conversation. Typically, information is displayed about the type of device, browser, and country from which the visitor entered the site.

Conversation transcript
At the end of each session, the customer has the opportunity to send the transcript of the chat to an email. This field can be checked either by him/herself or by the operator. On behalf of the addressee’s answer the operator can choose the universal email of your company.

When the operator changes the status of the widget when the status is away, you can set whether it will be seen as busy or completely offline. If the status is busy, customers can get to the operator by the queue. If the operator appears to be offline, either a customer form appears, or the mluvii button disappears completely from the site.


Session results

In this part you can set options of section session results for operators. You can track their progress in statistics.


Parameters

In the Parameters section, you can set what call parameters you want to appear while in a session with a customer. The panel contains preset parameters (email, client identity, phone number, configuration package name, etc.).

Clicking on one of the parameters opens the sidebar. There is a parameter code in the upper corner. Below there is a window for a label where you can mark the code with a simplified customized name.

You can also set editability with individual parameters. Use this feature to modify any information similar to a name, e-mail, or phone during or after a session. You can use these parameters, for example, when you want to identify a client system in the Mluvii system while on another internal system (such as a CRM).

You can set the display under the window - a description of the parameter that will be displayed in the information about the client and the location where the parameter is displayed. Either only in preview, only in active conversation, in both cases, or not at all.

But you can also set custom parameters or create your own microsite so as to obtain more information from the customer. However, we recommend that you contact your IT specialist. Then proceed as above for preset parameters, only enter a new parameter code in the name of the parameter.

Note: The parameters '001_ref_url' (refferal) and 'oo1_widget' (the name of the widget for which the client is calling) are not specified in the list of parameters but are included separately in the columns “Client ID” and “Widget”.


Tags

In this section, you manage tags that operators can use while having a session with customer. In the overview you will find the name of the tag, the date of its creation and its founder.

Individual tags can also be deactivated by using the on/off switcher. To deactivate the tag, go to the same way as to create it via Settings -> Applications -> Tags. If you deactivate the tag, it disappears from the active tag menu that operators use while having a session with customer, but remains in the previous session records. Activation and deactivation of the tag can only be done by a user with permission Tenant admin and higher.

Example: For example, if you are using seasonal campaign tags and have the "Christmas 2018" tag and you deactivate it, it will disappear from the current tag menu and operators will not be able to use it. But you can find the tag in the previous sessions during which it was used.

At the tag level, you can set to automatically add tags for sessions or emails. On the Auto tagging tab it is possible to select one or more existing chat widgets or emails. Subsequently, it is necessary to specify the conditions (keywords) under which the tag will be automatically added. The occurrence of a keyword is assessed on both the client and operator side.

Note: Tags are automatically added during the session, and for emails, tags are added before being accepted by the operator.


Media settings

you can set the individual audio-video elements, which the operator and the customer will have on or off in the default settings, so they can later turn them off and on or completely disable some elements.

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