workflow live chat

[Emilianik]

hi, i'm trying the live chat function, but i don't know the flow, i see that if a user start a new chat, the message was sended to all queue member and all queue member can interact with each chat. i thought live chat worked as call queue, and each chat would have been sent to a free operator. whichis the operating logic? how it work? there is a complete documentation about this function?

thank you

 

[VasilisV_3CX]

Hello @Emilianik,

The chats arrive to a call queue as you mentioned (if configured this way), all agents will see the same chat. A free agent can "Take" the chat and mark it as "Dealt With" when they complete the desired interaction. Once taken, only the Queue Manager will have access to monitor the communication between the visitor and the agent.

You can find more information about chat here.

 

[Emilianik]

Hello @Emilianik,

The chats arrive to a call queue as you mentioned (if configured this way), all agents will see the same chat. A free agent can "Take" the chat and mark it as "Dealt With" when they complete the desired interaction. Once taken, only the Queue Manager will have access to monitor the communication between the visitor and the agent.

You can find more information about chat here.

thank you, i've seen that is possible take the chat only with webclient right?! i've looking in a 3cx client but i've not find any button to take owner of the chat

 

[VasilisV_3CX]

Yes, it's recommended to use the Webclient as it is easier to manage. You can take chats using the take chat button here.



After taking the chat, you can mark it dealt with which will move it to your archived chats.

 

[Emilianik]

Yes, it's recommended to use the Webclient as it is easier to manage. You can take chats using the take chat button here.

View attachment 20498

After taking the chat, you can mark it dealt with which will move it to your archived chats.

View attachment 20499

thank you very much for the information, I would like to ask one last thing, is there a way to ensure that the chats cannot be transferred to people who are already engaged in phone calls or have other chats in progress?