The operator’s workspace contains all the functions for working with clients. Before you start a conversation you can change the operator status, set up notifications, check through the history, set up notifications of sessions or send an invitation for a conversation. In addition, if the operator also operates a telephone channel, a telephone handset icon is displayed.
Status of operator
The operator’s status serves as an expression of the operator’s preparedness to accept new clients. In the default setting the operator’s login is in the “Online” state. This status can be changed at any time by the operator by clicking on the Profile icon at the top right corner of the window. Here he has the option to select the Away status without a reason, or a specific type of break (lunch, personal, etc.).
You can change the status back to “Online” in the same manner.
The first tab shows the operator a list of all communication channels that are assigned to him in the user settings. The operator has the possibility to switch on/off individual channels and thus influence whether sessions of a given session type or email will be queued. The ability to change the state of individual channels can be disabled in the company settings.
Invitations are used to directly connect the operator with the client. You need to generate an Invitation code for this connection. The Invitation URL is enough for the client to connect with the operator who generated the invitation link before. Invitations are unique and unlimited, but they are valid for single use ONLY.
Tip: For effective use of the invitation, we recommend that a specific date and time be arranged between the operator and the client.
The exception is an invitation generated via REST API, which can be used repeatedly. At the same time, it's sometimes useful to invalidate some URLs so that they can no longer be used to connect to an operator. For more information, see the REST API in the section For IT specialists.
The application allows you to set notifications for new incoming clients or messages from them if the application window is not active (i.e. the operator is switched to another browser tab or the window is minimized). You can set up audio alerts and browser notifications when a new client enters a queue or there is a new message from a client in an active conversation.
Tip: Make sure you have Google Chrome browser-level notifications enabled on your Windows operating system.
The color of the telephone handset determines the status of the operator's telephone line (readiness to handle telephone calls). Green indicates full functionality, while gray indicates an unavailable or disabled phone channel.