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 are responsible for answering queries & assisting customers through chat.
Video Overview: How To Customize Your Live Chat Window
Managing Live Chat Operators lets you:
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Set up chat routing to distribute workload and reduce chat response time.
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Provide exceptional support through the Visitor Conversation Window.
Here is how you can add or delete a chat operator from the dashboard.
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
To Add an Operator
Step 1: Go to Operators in the navigation menu, and click "Invite Operators."
Step 2: Enter the email address and click "Send Invite."
The email will be added to the invitation list.
- To invite multiple operators, enter the email address separated by “,” in the text box.
- The user(s) will receive the invitation to join the ProProfs Chat. To proceed further, they need to click “Activate Account.”
- The user will have to fill in the required form and save it.
The new Chat Operator will now be visible in the list.
Leveraging email invites for adding chat operators in ProProfs Chat streamlines the onboarding process, enhances team collaboration, improves response times, and enables comprehensive and efficient customer support.
Click the Edit icon next to a chat operator to manage their settings. From there, you can assign Admin privileges, set the Chat Limit, enable or disable Chat Transcripts, and configure other operator-specific options.
Step 3: To assign an Admin role
- Click the edit icon.
- Assign the Admin (1) role using the toggle button. You can also update the password for this operator using the Set Password (2) option. Once done, click Save (3).
The selected user will be shown as Admin in the operator list
Step 4: To delete an Operator
- Under Action, click the delete icon against the operator you wish to remove.
- Click Yes to confirm.
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.
Step 2: Select team and click +Add Operator.
Step 3: Select the operators and click Save.
All the selected operators are now added to the team.
Now, to delete a Live Chat Operator, select the operators and click Remove Operators.
The selected operators are deleted from the team.
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,
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Click the toggle button to disable transcripts.
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Click Save.
Now the chat operator cannot read the transcripts of all the chats.
That is all about managing live chat operators.