Application

General

Banning clients

You can remove the ability of your operators to ban clients (such clients will no longer be able to chat with the operator from a given PC or communication channel).

Client preview

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.

Client disconnected duration

If you need to deal with cases where clients are accidentally or intentionally disconnected from chat for a short period (loss of connection, closing a browser tab, ...) and you need to ensure that they return to an ongoing conversation with the operator, Use the "Client Disconnected duration" setting.

if the client can return to the chat/regain its connectivity within the defined time, it can continue the ongoing conversation.

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 and discovers that the client has already disconnected, but has the option to use the previously entered contact information for telephone contact.

Data anonymization

The sessions must be anonymized after a certain time. To do this, just set the "age of historical sessions" in days.

Once the condition is met, the client data is automatically anonymized (deleted). Specifically, the following:

• messages and files in a session

• phone call recordings or Audio/Video recordings

• link "session - client record 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

You can use our Public API to anonymize specific sessions

Session results

In this section, you can define session results for your operators. These results are entered by your operators at the end of the ongoing session. It's helpful for filtering within Sessions or Performance sections.

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, webchat widget 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 a label for 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 an active session, in both cases, or not at all.

But you can also set custom parameters or create your microsite 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.

The parameters '001_ref_url' (referral) 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 a client. In the overview, you will find the name of the tag, the date of its creation, and its founder.

Only the Tenant or Company Admin is capable of creating and updating tags.

Individual tags can also be deactivated by using the on/off switcher. To deactivate the tag, go the same way as to create it via Settings -> Application -> Tags.

If you deactivate the tag, it disappears from the active tag menu that operators use while having a session with a 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.

For example, if you use 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 it to add tags for sessions or emails automatically. On the Auto-tagging tab, it is possible to select one or more existing chat widgets or mailboxes. 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 sides.

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

Media settings

Here you can set the individual audio-video elements (microphone, camera) that the operator and client will have enabled or disabled in the basic settings, and therefore they can turn them off and on themselves later, or whether you disable some elements completely.

At the same time, you can set the common background used during an Audio/Video call at the tenant level, or prefer to blur the surrounding background.

Sound notifications

In this section, you can make settings for the sounds of incoming sessions. You can choose several preset sounds. You can change the ringtone for incoming chat, the sound for automatically received clients, and notifications in case of operator unavailability according to your preferences.

Based on your preferences, you can pick

• one of several preset sounds,

• the ringtone of the incoming chat for the specific channels,

• the sound for automatically accepted clients,

• the sound for sessions assigned to an operator in a busy state.