Live chat Settings

Inviting Team Members

Click on the Add Team Member to invite the user onto the platform.

Note: An existing account on the Floatchat Platform is not allowed, inviting users from the Add team member creates an account with the email provided, and the user is mapped to the product for which the invitation had been sent. 

Resetting the Password link 

This option allows you to share a link with the user via which they can reset the passwords of their Floatchat Accounts, the links are valid only for 15 minutes. 

Deleting Team Members 

The delete admin icon enables you to remove a Team member from your product.

Refresh Button is an add-on to ensure we get the updated Resources.

Quick Responses section allows the supervisor to add ‘Quick Replies’ that the agents can use while responding to a user.

The owner/supervisor can add, edit and delete quick replies. The ones present by default cannot be edited or deleted.

Updated by represents who has added those quick replies, System are default ones created by the system itself by default, you can click on the pencil icon to edit them or the delete bin to delete them.

3.2 Routing

The supervisor can set contextual routing i.e based on the attributes set by the user. The supervisor can define rules for assigning chats to a particular category by adding rule sets.

a) Add Rule Set

To add a rule set, click on the Add Rule Set button and enter the name for the rule set

To specify the conditions for the rule, click on the arrow on the extreme right for the added rule set to expand.

The attributes can be Username, City, Country, Email ID, Phone Number, Title, Primary Language, Channel, Conversation Status, Conversation Start Date,Conversation Due by and many more.

Rules can be created based on multiple conditions and specify the Rule expression using AND/OR operators. Maximum eight conditions can be added per rule set. The supervisor can add, edit and delete the conditions for a rule set.

Both system defined and custom attributes would be available for the same.

The supervisor can check the box below for assigning the conversation to the same agent who managed the conversation for that user. If the agent is unavailable, then the routing would be done according to the agent available in that category.

Contextual routing overrides the category set in the flow set in the Automate section.

Currently, a maximum of three rule sets can be added per product. The supervisor can edit and delete the rule set.

3.3 Know the Roles 

There are five main roles in Floatchat platform. 

3.1) Owner 

This role is assigned to the account creator. Owner has complete access to the portal features and services. Owner can invite a user for any role and can delete any invited user. 

• An owner can not modify his own role. 
• There is only one owner per account.

3.2) Supervisor 

A Supervisor has access to all the features enabled for the account except the accounts tab. Supervisor can only monitor and control the products they have been invited to. 

Additionally, Supervisors can manage and supervise the live chat functionality, from chat assignment to team management, everything can be accomplished by them. 

• Supervisor can not modify the account’s plan or check any account information. He can be invited by an owner and can invite other supervisors, bot builders, and agents.
• Supervisors get the privilege to delete and modify the roles and names of other users, except for the owner.
• You can assign the channels and the categories for which the Owner, Supervisor, and Agent should get the live chat requests. If a live chat request has been triggered for a category that does not have any agents or supervisors mapped to it, then the chat will be routed to the unassigned tab of the Owner and Supervisor.

3.3) Executive 

An Executive role allows you to access the accounts page along with dashboard, deploy, train and users. 

• Though the executive gets access to the train, it is only limited to observation. 
• The permission to create new bot, Invite new user or delete/modify an account is not given to an executive.
• Executive can modify your plan and deploy the bot he has been invited for.

3.4) Bot Builder 

Bot builder role is assigned to purely build and test bots. Bot builder gets to access bot building and deployment tools i.e Build, Configure, Deploy, Train, Broadcast, and Integration.

• Account management and engagement tracking and analysis are not the jobs of a bot builder hence we have discarded this from the set of rules. 
• Bot builder is not provided access to Accounts, Dashboard, Users and Live chat. 
• Bot builder can not add a new bot, but can only work on the bot assigned to him.

3.5) Agent 

Agent role is assigned to handle all live chat requests on the system. An agent can only access live chat and Preferences, and doesn’t have access to any other functionality of the portal. The agent can be assigned a category to segregate the requests to the relevant agencies.

• Live chat request assignment is done based on the availability of the agent, which is determined by the status of the toggle button. (Online/offline)

Once the setting is done, user can choose which step to perform after the basic setup. You can Build conversational flow, Setup FAQ, Test the bot or Deploy the bot. User will then be taken to the selected workflow.