The caller (client) can enter the application through several ways - via the button of the chat window, video call, callback through an invitation or basic phone call. The operator sees incoming clients in the left column for waiting along with the basic information and the client’s possibility to accept. It is possible to display a preview of the client prior to acceptance.
All clients directed to the given operator will first appear in the waiting queue. Each client displays information about the type of client entry, language, browser, operating system, and the name of the widget from which he/she joined the application. If the client has also filled out a name or phone number in the entry form, this information will also be displayed.
For each client, you can view more detailed information (preview) and possibly start a conversation.
Types of client entries
The client is connected through a chat window on the website. Such chat windows may have more than one client (the limit is set by the administrator, ideally 3-5 clients). One of the benefits of this entry is the ability for the operator to view the client’s website for assistance.
It is also possible to carry out an instant chat video call. In this case, however, the operator can observe only one client.
If the operators are offline (e.g. after working hours), an offline form will appear after pressing the Chat button, which sends information on the client and his/her request to a preset e-mail address (can be set in the administration of the application).
Another way a visitor can make contact with you is through Facebook Messenger. In the queue, such a client will be distinguished by the FB Messenger icon, and on receiving, you will his profile name from the social network. You can communicate by using messages, pictures, links, or even emojis. It's also possible to redirect the client to another operator or group.
As with Facebook Messenger, you can communicate with your clients through WhatsApp. In the queue, the client will be distinguished by the WhatsApp icon. You can communicate with clients using messages, pictures, links, or even emojis. You can also redirect the client to another operator or group.
When entering through the Video Call button, the client opens a new browser tab with the Mluvii application. An operator can only accept a video call if no other conversation is active.
The camera of the operator and sound are switched on in the chatroom by default (can be changed in administration). An advantage over chat is the ability to share apps or screens with the client.
The client can enter the application via the Call back button by entering their phone number. In this case, the operator is expected to call the client over the phone, so the audio is turned off in the chatroom by default.
If the operators are offline, after filling in the phone number and clicking on the Call back button, the client sees an offline form, which sends information about the client and a request to the preset email address.
The client can also enter a six-digit invitation number in the Callback button, which the operator must generate and hand over to the client. The advantage of this entry is that the client can connect to a specific operator (can be set up in the administrator).
The client can call a telephone number that is connected to the call via a private branch exchange (PBX). The client is connected to the operator immediately, or routed to a specific group of operators according to the selected option in the IVR.
If necessary and according to the set authorizations, the operator can also make an outgoing call.
The operator may be able to see information about a particular client in the waiting queue before acceptance. Just move the cursor to the selected client and click on the preview icon. The preview is similar to the Client tab in active conversation, containing client information, list of past sessions, browsing history, tags, call parameters, possibly notes of the operator, of course, the chat content.
In the preview, the client can be accepted or redirected to another group of operators or a specific operator.
Accepting the client
When you hover the cursor over a specific client, an icon will appear to accept the conversation. Press it to start the conversation. At that moment, the Client tab will appear with information about the client, the active session, and the ability to use all the conversation features the app offers for that client's input.