How to Manage Live Chat Operators

 

In Proprofs Chat, you can add or delete a chat operator to manage the chat window efficiently. Live chat operators can interact 24/7 with customers and is responsible for answering queries & assisting customers through chat.

 

Managing  Live Chat Operators lets you:

 

  • Set up chat routing to distribute workload and reduce chat response time.

  • Provide exceptional support through the Visitor Conversation Window.

 

Here is how you can add or delete a Live chat operator from the dashboard.

 

Manage_chat_operators

 

In this article, you will learn:

 

1. How to Manage Live Chat Operators

2. How to Manage Live Chat Operators in a Team

3. How to Restrict Operators From Viewing Transcripts

 

How to Manage Live Chat Operators

 

In your ProProfs Chat account,

 

Step 1: Go to Operators in the navigation menu.

 

Go to Operators

 

Step 2: To add an operator,

 

  • Click ‘Invite Operators.’

 

invite_operators

 

  • Enter the recipient's email and click “Send Invite.”

 

enter_email

 

The email will be added to the invitation list.

 

invitation_list

 

  • To invite multiple operators, enter the email address separated by “,” in the text box.

 

enter_email_address

 

  • The user(s) will receive the invitation to join the ProProfs Chat. To proceed further, they need to click “Activate Account.”

 

activate_account

 

  • The user will have to fill in the required form and Save it.

 

login_form

 

The new Chat Operator will now be visible in the list.

 

operators_list

 

You can assign the role of Admin to any Chat operator.

 

Step 3: To assign an Admin role

 

  • Click the edit icon

 

edit_operator

 

  • Assign the Admin role using the toggle button and click Save.

 

assign_admin _role

 

The selected user will be shown as Admin in the operator list

 

admin_operator

 

Step 4: To delete an Operator

 

  • Under Action, click the delete icon against the operator you wish to remove.

 

delete_operator

 

  • Click Yes to confirm.

 

confirm_delete_operator

 

The operator will be deleted from the list.

 

How to Manage Live Chat Operators in a Team

Let's first add a live chat operator to the team.

 

Step 1: Navigate to Operators, and switch to the Teams tab.

 

add_operator_in_team

 

Step 2: Select team and click +Add Operator.

 

add_operator

 

Step 3: Select the operators and click Save.

 

slect_operators

 

All the selected operators are now added to the team.

 

opeartor_list_in_team

 

 Now, to delete a Live Chat Operator, select the operators and click Remove Operators.

 

delete_operators

 

The selected operators are deleted from the team.

 

remaining_operators

 

 How to Restrict Operators From Viewing Transcripts

 

After adding the operator, the admin can disable permission so all the transcripts will not be visible to all the operators.

 

To restrict the operators from viewing transcripts,

 

  • Click the toggle button to disable transcripts.

  • Click Save.

 

enable_chat_transcript

 

Now the chat operator cannot read the transcripts of all the chats.


That is all about managing live chat operators.

 

More Live Chat Customization Options

 

How To Customize Your Live Chat Window

 

 

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