Channels in one queue — found from sitemap — eDesk

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Facts read from this source

• Livechat conversations in edesk Report an error

  “Your team will oversee and participate in customer conversations via the Chat section in eDesk.”

• Livechat customizable icon Report an error

  “Your customers will see a Chat icon on your website or webstore. You can customize its colour to suit your own branding.”

• Livechat prechat fields Report an error

  “they need to complete the following before being passed to an Agent: Name Email address Additional Custom fields can be added which the customer must complete to start the chat.”

• Livechat claim conversation Report an error

  “To claim the conversation, click Claim conversation at the bottom of the right-hand pane.”

• Livechat snippets templates Report an error

  “Use snippets in your replies, by typing # into the message and then selecting the snippet.”

• Livechat file upload types Report an error

  “The permitted file types are CSV, DOC, DOCX, GIF, JPEG, JPG, PDF, PNG, TXT, XLS, and XLSX.”

• Livechat agent only features Report an error

  “Attach orders to the conversation (seen only by Agents): Add internal notes to the conversation (seen only by Agents).”

• Livechat timeout Report an error

  “The chat conversation will also close automatically after 30 minutes of inactivity.”

• Livechat ticket creation Report an error

  “When the chat is closed, a new ticket is created in eDesk - either in the Resolved or To Do state, depending on the options you have chosen.”

• Livechat transcript email Report an error

  “A transcript is emailed automatically to the customer’s email address.”

• Livechat feedback rating Report an error

  “If Enable Follow-up Chat Rating is configured under the Behaviour tab of your Chat Widget, a message is displayed in the customer’s chat box that asks the customer to rate their chat experience.”

• Livechat offline contact form Report an error

  “If all Agents have a chat status of Offline or Away, then a Contact form will open for the customers”

• Livechat chatbot first Report an error

  “If you have a Chatbot enabled on your Widget, your customer will reach this first and will only be passed to an Agent if necessary.”

• Livechat chat hours Report an error

  “In eDesk, you can set up Chat Hours, which are a daily cutoff time for your live chat. When the cutoff time occurs each day, your chat status is set to Offline or Away automatically.”

• Livechat auto away Report an error

  “If your chat status is Online but you have no activity in eDesk for 15 minutes, your status is changed to Away automatically.”

• Livechat never auto online Report an error

  “eDesk will never set your chat status to Online automatically.”

• Livechat max concurrent chats Report an error

  “In the Max concurrent chats field, enter the maximum number of live chats that you want to be able to join at the same time.”

• Livechat spectate Report an error

  “Click on a chat in the list if you want to spectate the chat. The customer will not be aware that any other Agents are on the chat.”

• Chat permission role Report an error

  “If you don’t see the Chat icon, contact your Admin user who will need to assign a role to your account that includes the chat permission.”

• Livechat status change permission Report an error

  “In order to change your teammate's status, you need to have the Change user chat status permission enabled on your profile.”

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