How to Get Chat and Talk to Work with the Wordpress Plugin

[markf100]

Can anyone provide guidance on using the option "Chat and Talk" with click2talk.

Have tried all the options Chat, Talk and Chat+Talk without any ownership and they work well.

The "Chat and Talk function I have assumed defaults to Chat mode and then Talk can be offered. Again I am assuming that the plugin has to work in concert with 3CX but cannot work out how to do this. I have also noted in this mode that the queue agent cannot drop/cancel a chat session - is this possible?

Thank you.

 

[Constantinos Constantinou]

Hello @markf100,

On "Chat and Talk" if the ownership is not enabled, the website visitor might also initiate a call directly without chatting.
3CX PBX is required to have it working and you have to follow the steps to get it configured as it is documented.
https://www.3cx.com/docs/manual/live-chat/
At any given time the agent (extension) can terminate the session by clicking on the "End chat session" on the conversation context menu.

I hope this information to be helpful to you.

Thank you

 

[markf100]

Hi Constantinos

I appreciate the feedback. I will work through the steps again and see what I am missing.

I have been using the Android App for agent chat sessions and I have looked at all the options to End a chat session and the only item that is on the menu is "Transfer".

Thank you.

 

[markf100]

Hi Constantinos

I have worked through all the documentation and there is nothing specific on managing "Talk" for a Talk/Chat Session.

To confirm I am using the Wordpress Plugin and not the code generation option. I am able to use the Chat option without any issues. The option setup is - Chat and Talk.

I have assumed that with this option during a Chat session, Talk can be offered - it is not a default setting on the user popup window.

As I have mentioned I am using the Android app and the menu only offers "Transfer". I thought that the app might offer an "Offer to Talk" option and also a "Close Session" option.

I cannot find any documentation that demonstrates how this works and I have reviewed the settings many times and I can't see any further options.

I hope that I am missing the setup methodology so would appreciate your feedback and any references.

Thank you.

Mark