How to Create & Manage Operator Groups
Creating operator groups and managing chats with your customers and website visitors is simple with ProProfs. You can assign a keyword and URL to specific operator groups and auto-route chats to a particular group.
For example, if you've assigned the URL ‘https://www.proprofs.com/chat/pricing/’ to an operator group called 'Sales,’ chats initiated by your website visitor on that URL are routed to the 'Sales' group. All operators in this group receive the chat invite based on their availability.
Benefits of creating operator groups:
Auto-route customer chats to the right groups
Reduce the response time to a customer query
Improve the overall efficiency of your customer support
Here's an overview of operator groups you create in ProProfs Live Chat:
In this article, you’ll learn:
Step 1: In your ProProfs Chat account,
Go to Operators >> Groups
Click ‘+Create Group’
Step 2: Follow the instructions below:
1. Group Name: Enter the name of your new group in the box. For example, ‘Sales.’
2. Routing: To direct customer chat invites to the 'Sales' group, you can choose one of the following three options:
When your website URL 'is all pages' - It means the entire website on which you’ve added ProProfs Chat. When your customer or website visitor initiates a chat on any webpage of your website, it goes to the 'Sales' group.
When your website URL 'contains' - You can provide a part of your website URL as a keyword in this option.
When your website URL 'is' - You can enter a particular URL in this option. For example, you can provide your product pricing page URL here, so when a customer initiates a chat on this URL, it will go to the 'Sales' group.
3. Manage Operators: Choose operators you want to assign to your ‘Sales’ group by checking a box, as shown below. Click ‘Save.’
4. Delete: You can delete a particular group if you wish to.
Click ‘Save’ to finish creating a group.
Managing an operator group is as easy as creating one. Just click on a group to expand it, and you can edit it there.
In ProProfs Live Chat, you can create group-specific pre-chat, post-chat, and offline message forms to make it more intuitive. Also, you can modify the live chat widget language and customize the live chat window based on your preferences.
Follow the links to learn in detail:
Learn more about operator management in ProProfs Live Chat here.