No Email Notifications & Need Help With Aggregating Chat Logs

[cswinson]

Hello!

My issues are two part.

First, I just successfully installed the 3CX live chat feature on my organization's business website, but I can't figure out how to get it to trigger email notifications.

For reference, it's a WordPress site, so I used the 3CX WP plugin for installation. In turn, I'm able to see notifications via the web extension and mobile app fine. Is there a setting that needs to be enabled on the 3CX backend? I have an SMTP plugin also installed, but I'm unaware how to connect it to the Live Chat feature.

Second, is there a way to collectively see all incoming chats in an aggregated portal? For example, once an agent claims a chat it disappears. and there's also no way to see archived posts from all agents. Just curious if this is a feature, and if so, where is it located?

Thanks!

 

[Constantinos Constantinou]

Hello @cswinson ,

Email notification is not available at the moment. This is something that we are examining as part of our roadmap though. Can you please elaborate a bit more on "trigger email notifications" that you are looking for?

Aggregation of incoming chats for reporting purposes or for real time monitoring? Queue managers can see the active conversations that take place in the queue, whisper to agents, take the ownership, etc.
I would like to hear more about your request.

See more on https://www.3cx.com/blog/releases/update7-facebook-integration/

 

[cswinson]

Sure! When it comes to email notifications, I'm looking for something basic. Essentially, I'd like for the live chat to send an email to a certain email address when a new chat is launched. In the message, it would have the information to individual provided in the chat. This email would then automatically be funneled into my organization's CRM tool using a set of email automation parameters.

I believe that a few lines of JavaScript would be able to solve what I'm hoping to achieve, but I have yet to sit down and begin the process.

In terms of the aggregation of incoming chats, I think the queue manager feature is what I was looking for. I found out more about it here - https://www.3cx.com/community/threa...that-have-been-transferred.78922/#post-363017