Unverified Commit 174c8fc4 authored by Faria Masood's avatar Faria Masood Committed by gitbook-bot
Browse files

GitBook: [master] 41 pages modified

parent 3da12f54
......@@ -91,26 +91,6 @@
* [Advanced White-Labeling](guides/administrator-guides/white-labeling/advanced-white-labeling.md)
* [Basic White-labeling](guides/administrator-guides/white-labeling/basic-white-labeling.md)
* [Connectivity Services](guides/administrator-guides/connectivity-services.md)
* [Omnichannel](guides/administrator-guides/omnichannel/README.md)
* [Current Chats](guides/administrator-guides/omnichannel/current-chats.md)
* [Analytics](guides/administrator-guides/omnichannel/analytics.md)
* [Real-time Monitoring](guides/administrator-guides/omnichannel/real-time-monitoring.md)
* [Managers](guides/administrator-guides/omnichannel/managers.md)
* [Agents](guides/administrator-guides/omnichannel/agents.md)
* [Departments](guides/administrator-guides/omnichannel/departments.md)
* [Custom Fields](guides/administrator-guides/omnichannel/custom-fields.md)
* [Livechat Triggers](guides/administrator-guides/omnichannel/livechat-triggers.md)
* [Livechat Widget Installation](guides/administrator-guides/omnichannel/livechat-widget-installation.md)
* [Omnichannel Appearance](guides/administrator-guides/omnichannel/livechat-appearance.md)
* [Webhooks](guides/administrator-guides/omnichannel/webhook.md)
* [Facebook Messenger](guides/administrator-guides/omnichannel/omnichannel-integration.md)
* [Business Hours](guides/administrator-guides/omnichannel/multiple-business-hours.md)
* [Monitors](guides/administrator-guides/omnichannel/monitors.md)
* [Units](guides/administrator-guides/omnichannel/units.md)
* [Priorities](guides/administrator-guides/omnichannel/priority-queue.md)
* [Omnichannel Queue Types](guides/administrator-guides/omnichannel/livechat-queues.md)
* [WhatsApp Integration / Twilio](guides/administrator-guides/omnichannel/whatsapp-twilio.md)
* [Canned responses](guides/administrator-guides/omnichannel/canned-responses.md)
* [Authentication](guides/administrator-guides/authentication/README.md)
* [OAuth](guides/administrator-guides/authentication/oauth/README.md)
* [WordPress OAuth Setup](guides/administrator-guides/authentication/oauth/wordpress.md)
......@@ -197,6 +177,26 @@
* [Push Notifications](guides/administrator-guides/notifications/push-notifications.md)
* [Database Migration](guides/administrator-guides/database-migration.md)
* [Retention Policies](guides/administrator-guides/retention-policies.md)
* [Omnichannel Guides](guides/omnichannel/README.md)
* [Current Chats](guides/omnichannel/current-chats.md)
* [Analytics](guides/omnichannel/analytics.md)
* [Real-time Monitoring](guides/omnichannel/real-time-monitoring.md)
* [Managers](guides/omnichannel/managers.md)
* [Agents](guides/omnichannel/agents.md)
* [Departments](guides/omnichannel/departments.md)
* [Custom Fields](guides/omnichannel/custom-fields.md)
* [Livechat Triggers](guides/omnichannel/livechat-triggers.md)
* [Livechat Widget Installation](guides/omnichannel/livechat-widget-installation.md)
* [Omnichannel Appearance](guides/omnichannel/livechat-appearance.md)
* [Webhooks](guides/omnichannel/webhook.md)
* [Facebook Messenger](guides/omnichannel/omnichannel-integration.md)
* [Business Hours](guides/omnichannel/multiple-business-hours.md)
* [Monitors](guides/omnichannel/monitors.md)
* [Units](guides/omnichannel/units.md)
* [Priorities](guides/omnichannel/priority-queue.md)
* [Omnichannel Queue Types](guides/omnichannel/livechat-queues.md)
* [WhatsApp Integration / Twilio](guides/omnichannel/whatsapp-twilio.md)
* [Canned responses](guides/omnichannel/canned-responses.md)
* [Security and Compliance Guides](guides/security/README.md)
* [Security fixes and updates](guides/security/security-updates.md)
* [Compliance Resources](guides/security/compliance-resources.md)
......
......@@ -5,7 +5,7 @@ description: >-
Rocket.chat.
---
# Omnichannel
# Omnichannel Guides
Rocket.Chat had minimal Livechat as a feature for a long time.
......@@ -19,15 +19,15 @@ To enable the Livechat feature on your Rocket.Chat instance:
1. Go to **Administration.**
![](../../../.gitbook/assets/image%20%2830%29.png)
![](../../.gitbook/assets/image%20%2830%29.png)
2. Search '**Omnichannel'** in **Settings** and enable it.
![](../../../.gitbook/assets/image%20%2829%29.png)
![](../../.gitbook/assets/image%20%2829%29.png)
Now the admin will have access to _**Omnichannel Panel Settings**_ **** through a new menu called `Omnichannel` at the top left corner dropdown menu, as shown below:
![](../../../.gitbook/assets/image%20%2832%29.png)
![](../../.gitbook/assets/image%20%2832%29.png)
......
......@@ -10,35 +10,35 @@ To access **Agents** settings:
Go to Omnichannel panel settings, as shown below:
![](../../../.gitbook/assets/0%20%285%29.png)
![](../../.gitbook/assets/0%20%285%29.png)
Settings appear, as shown below:
![](../../../.gitbook/assets/1%20%284%29.png)
![](../../.gitbook/assets/1%20%284%29.png)
## **To assign a user the agent role:**
1. Select the user from the drop-down, as shown below:
![](../../../.gitbook/assets/2%20%284%29.png)
![](../../.gitbook/assets/2%20%284%29.png)
1. Hit **Add**.
![](../../../.gitbook/assets/3%20%284%29.png)
![](../../.gitbook/assets/3%20%284%29.png)
1. The user has the Agent role now, as shown below:
![](../../../.gitbook/assets/4%20%285%29.png)
![](../../.gitbook/assets/4%20%285%29.png)
## **To Search an agent by name:**
Enter the agent’s name in the search bar, as shown below:
![](../../../.gitbook/assets/5%20%285%29.png)
![](../../.gitbook/assets/5%20%285%29.png)
## **To remove a user from the agent's list:**
To remove a user from the list of agents, hit **remove**, as shown below:
![](../../../.gitbook/assets/6%20%285%29.png)
![](../../.gitbook/assets/6%20%285%29.png)
......@@ -10,25 +10,25 @@ To access **Analytics** settings:
Go to Analytics in the omnichannel panel settings, as shown below:
![](../../../.gitbook/assets/0%20%2811%29.png)
![](../../.gitbook/assets/0%20%2811%29.png)
## To view conversation history:
1. Select Conversations from the drop-down.
![](../../../.gitbook/assets/1%20%2810%29.png)
![](../../.gitbook/assets/1%20%2810%29.png)
2. Select your desired department.
![](../../../.gitbook/assets/2%20%2810%29.png)
![](../../.gitbook/assets/2%20%2810%29.png)
3. Select your desired start date and end date.
![](../../../.gitbook/assets/3%20%2810%29.png)
![](../../.gitbook/assets/3%20%2810%29.png)
### Details of conversation matrices:
![](../../../.gitbook/assets/4%20%2810%29.png)
![](../../.gitbook/assets/4%20%2810%29.png)
**Total Conversations:** It represents the total number of conversations during the selected period of time.
......@@ -44,27 +44,27 @@ Go to Analytics in the omnichannel panel settings, as shown below:
You can also see the **percentage of conversations**, an **average of chat duration**, and **total messages handled** by each one of your agents from your selected department, as shown below:
![](../../../.gitbook/assets/5%20%2810%29.png)
![](../../.gitbook/assets/5%20%2810%29.png)
![](../../../.gitbook/assets/6%20%289%29.png)
![](../../.gitbook/assets/6%20%289%29.png)
## To view productivity history of your agents:
1. Select Productivity from the drop-down.
![](../../../.gitbook/assets/7%20%287%29.png)
![](../../.gitbook/assets/7%20%287%29.png)
2. Select your desired department.
![](../../../.gitbook/assets/8%20%286%29.png)
![](../../.gitbook/assets/8%20%286%29.png)
3. Select your desired start date and end date.
![](../../../.gitbook/assets/9%20%285%29.png)
![](../../.gitbook/assets/9%20%285%29.png)
### Details of productivity matrices:
![](../../../.gitbook/assets/10%20%284%29.png)
![](../../.gitbook/assets/10%20%284%29.png)
**Average of Response Time:** This matrix represents the average of your agent’s team’s responses to all the conversations that are automatically assigned to them during a selected time.
......@@ -74,7 +74,7 @@ You can also see the **percentage of conversations**, an **average of chat durat
You can also see the **Average of First Response Time**, **Best First Response Time**, **Average of Response Time**, and **Average of Reaction Time** of each one of your agents from your selected department, as shown below:
![](../../../.gitbook/assets/11%20%284%29.png)
![](../../.gitbook/assets/11%20%284%29.png)
![](../../../.gitbook/assets/12%20%284%29.png)
![](../../.gitbook/assets/12%20%284%29.png)
......@@ -12,19 +12,19 @@ Follow the steps to set up the canned responses:
Enable the feature under `Administration` -> `Canned Responses`.
![](../../../.gitbook/assets/canned_response_1.png)
![](../../.gitbook/assets/canned_response_1.png)
Define which user roles should be able to view, create and delete the canned responses. Go to `Administration` -> `Permissions` and use search to filter the canned responses permissions only:
![](../../../.gitbook/assets/screenshot-2020-07-28-at-00.16.30.png)
![](../../.gitbook/assets/screenshot-2020-07-28-at-00.16.30.png)
Enable `Omnichannel`. Using canned responses in regular conversations with other users of your workspace will require Omnichannel feature to be enabled.
![](../../../.gitbook/assets/screenshot-2020-07-28-at-00.23.19.png)
![](../../.gitbook/assets/screenshot-2020-07-28-at-00.23.19.png)
Select the department. Canned responses can be created **per department** as shown below**,** or **per agent** right in an omnichannel conversation. ****Click on the canned responses icon \(top right corner\) to create a new canned response.
![](../../../.gitbook/assets/screenshot-2020-07-28-at-00.28.04.png)
![](../../.gitbook/assets/screenshot-2020-07-28-at-00.28.04.png)
_If you want to use canned responses outside the Omnichannel, create an empty department. Note that you will need to define which user roles should be able to use the responses; by default this permission is assigned to livechat-agent, livechat-manager, livechat-monitor and admin roles_
......@@ -32,29 +32,29 @@ Create a canned response:
**by editing a department:**
![](../../../.gitbook/assets/screenshot-2020-07-28-at-11.42.27.png)
![](../../.gitbook/assets/screenshot-2020-07-28-at-11.42.27.png)
![](../../../.gitbook/assets/screenshot-2020-07-28-at-11.43.49.png)
![](../../.gitbook/assets/screenshot-2020-07-28-at-11.43.49.png)
Fill in the shortcut and the text fields. Click Save and observe your new snippet appear in the list of available canned responses.
![](../../../.gitbook/assets/screenshot-2020-07-28-at-11.44.05.png)
![](../../.gitbook/assets/screenshot-2020-07-28-at-11.44.05.png)
**directly in an Omnichannel conversation**:
![](../../../.gitbook/assets/screenshot-2020-07-28-at-11.38.55.png)
![](../../.gitbook/assets/screenshot-2020-07-28-at-11.38.55.png)
Try using a canned response in a conversation. Start your message with `!` and a shortcut, or simply select the canned response from the drop-down list that will appear above your text field:
![](../../../.gitbook/assets/screenshot-2020-07-28-at-11.54.00.png)
![](../../.gitbook/assets/screenshot-2020-07-28-at-11.54.00.png)
You can also use the same canned responses when talking to your peers outside Omnichannel.
![](../../../.gitbook/assets/canned.gif)
![](../../.gitbook/assets/canned.gif)
To delete or edit a canned response, open the canned responses dialog in the respective department. Select the response that you wish to delete or edit.
![](../../../.gitbook/assets/screenshot-2020-07-28-at-12.08.17.png)
![](../../.gitbook/assets/screenshot-2020-07-28-at-12.08.17.png)
......
......@@ -6,11 +6,11 @@ To access **Current Chats** settings:
Go to Omnichannel panel settings, as shown below:
![](../../../.gitbook/assets/0%20%283%29.png)
![](../../.gitbook/assets/0%20%283%29.png)
Settings appear, as shown below:
![](../../../.gitbook/assets/1%20%283%29.png)
![](../../.gitbook/assets/1%20%283%29.png)
Filters are explained below:
......@@ -18,35 +18,35 @@ Filters are explained below:
To sort the conversations per Guest/Visitor Name, enter the name in the field, and your conversations are sorted, as shown below:
![](../../../.gitbook/assets/2%20%283%29.png)
![](../../.gitbook/assets/2%20%283%29.png)
## 2. Sort by Agent Name:
To sort the conversations per Agent Name, enter the name in the field, and your conversations are sorted, as shown below:
![](../../../.gitbook/assets/3%20%283%29.png)
![](../../.gitbook/assets/3%20%283%29.png)
## 3. Sort by Department:
To sort the conversations per Department, enter the name in the field, and your conversations are sorted, as shown below:
![](../../../.gitbook/assets/4%20%283%29.png)
![](../../.gitbook/assets/4%20%283%29.png)
## 4. Sort by Status:
To sort the conversations per Open/Closed Status, choose the desired status in the field, as shown below:
![](../../../.gitbook/assets/5%20%283%29.png)
![](../../.gitbook/assets/5%20%283%29.png)
and your conversations are sorted, as shown below:
![](../../../.gitbook/assets/6%20%283%29.png)
![](../../.gitbook/assets/6%20%283%29.png)
## 5. Sort by From and To Date:
To sort the conversations per From and To Date, enter the From and To Date in the field, and your conversations are sorted, as shown below:
![](../../../.gitbook/assets/7%20%283%29.png)
![](../../.gitbook/assets/7%20%283%29.png)
## 6. Sort by Tags or Custom Fields:
......@@ -56,11 +56,11 @@ You can also sort the conversations by Tags or any Custom Fields that you have a
Hit **Clear filters** to clear all the filters you have set for your sort.
![](../../../.gitbook/assets/8%20%282%29.png)
![](../../.gitbook/assets/8%20%282%29.png)
## 8. Delete all Closed Chats:
Hit **Delete all closed chats** to delete all the chats that are marked closed by the agents.
![](../../../.gitbook/assets/9%20%282%29.png)
![](../../.gitbook/assets/9%20%282%29.png)
......@@ -10,77 +10,77 @@ To access **Custom Fields** settings:
Go to Omnichannel panel settings, as shown below:
![](../../../.gitbook/assets/0%20%287%29.png)
![](../../.gitbook/assets/0%20%287%29.png)
Custom Fields menu appears, as shown below:
![](../../../.gitbook/assets/1%20%287%29.png)
![](../../.gitbook/assets/1%20%287%29.png)
The registration form has **Name**, **Email**, and **I need Help With…**/Department fields by default, as shown below:
![](../../../.gitbook/assets/2%20%287%29.png)
![](../../.gitbook/assets/2%20%287%29.png)
## To add your custom field:
1. Hit Add.
![](../../../.gitbook/assets/3%20%287%29.png)
![](../../.gitbook/assets/3%20%287%29.png)
The following page appears.
![](../../../.gitbook/assets/4%20%287%29.png)
![](../../.gitbook/assets/4%20%287%29.png)
2. Enter your desired **field** that you want to add to your livechat registration form. E.g., **last-name**
![](../../../.gitbook/assets/5%20%287%29.png)
![](../../.gitbook/assets/5%20%287%29.png)
3. Enter its label.
![](../../../.gitbook/assets/6%20%286%29.png)
![](../../.gitbook/assets/6%20%286%29.png)
4. Select scope as **Visitor**.
![](../../../.gitbook/assets/7%20%284%29.png)
![](../../.gitbook/assets/7%20%284%29.png)
5. Make it visible.
![](../../../.gitbook/assets/8%20%283%29.png)
![](../../.gitbook/assets/8%20%283%29.png)
6. Set as a required field if you want.
![](../../../.gitbook/assets/9%20%283%29.png)
![](../../.gitbook/assets/9%20%283%29.png)
7. The type of the Last Name field is Input.
![](../../../.gitbook/assets/10%20%282%29.png)
![](../../.gitbook/assets/10%20%282%29.png)
8. Set the default value, if any.
![](../../../.gitbook/assets/11%20%282%29.png)
![](../../.gitbook/assets/11%20%282%29.png)
9. Set it **Public**.
![](../../../.gitbook/assets/12%20%282%29.png)
![](../../.gitbook/assets/12%20%282%29.png)
10. Hit Save.
![](../../../.gitbook/assets/13%20%282%29.png)
![](../../.gitbook/assets/13%20%282%29.png)
It is saved in the list of custom fields, as shown below:
![](../../../.gitbook/assets/14%20%282%29.png)
![](../../.gitbook/assets/14%20%282%29.png)
It appears in the livechat widget, as shown below:
![](../../../.gitbook/assets/15%20%282%29.png)
![](../../.gitbook/assets/15%20%282%29.png)
If the visitor sends a message, it gets reflected in the **Visitor’s Info** as well.
![](../../../.gitbook/assets/16%20%282%29.png)
![](../../.gitbook/assets/16%20%282%29.png)
## To delete a custom field:
Hit remove.
![](../../../.gitbook/assets/17%20%282%29.png)
![](../../.gitbook/assets/17%20%282%29.png)
......@@ -6,107 +6,107 @@ To access **Departments** settings:
1. Goto the dots menu and hit **Omnichannel**. Omnichannel settings will open up.
![](../../../.gitbook/assets/0%20%282%29.png)
![](../../.gitbook/assets/0%20%282%29.png)
2. Hit **Departments.**
![](../../../.gitbook/assets/1%20%282%29.png)
![](../../.gitbook/assets/1%20%282%29.png)
To add a new **Department**:
1. Click **New** **Department**.
![](../../../.gitbook/assets/2%20%282%29.png)
![](../../.gitbook/assets/2%20%282%29.png)
The new department's settings page will appear, as shown below:
![](../../../.gitbook/assets/3%20%282%29.png)
![](../../.gitbook/assets/3%20%282%29.png)
2. Enable a new department.
![](../../../.gitbook/assets/4%20%282%29.png)
![](../../.gitbook/assets/4%20%282%29.png)
3. Name your new department.
![](../../../.gitbook/assets/5%20%282%29.png)
![](../../.gitbook/assets/5%20%282%29.png)
3. Type in a description. It's optional.
![](../../../.gitbook/assets/6%20%282%29.png)
![](../../.gitbook/assets/6%20%282%29.png)
4. Allow your visitor to have the option to choose the department they want to talk to, as shown below:
![](../../../.gitbook/assets/7%20%282%29.png)
![](../../.gitbook/assets/7%20%282%29.png)
The option will appear to your customer in the livechat widget, as shown below:
![](../../../.gitbook/assets/8%20%281%29.png)
![](../../.gitbook/assets/8%20%281%29.png)
5. Forward your omnichannel conversations to the email address of your choice, during the hours you are offline, as shown below:
![](../../../.gitbook/assets/9%20%281%29.png)
![](../../.gitbook/assets/9%20%281%29.png)
6. Enable the radio button below if you want your department to show offline during off business hours.
![](../../../.gitbook/assets/10%20%281%29.png)
![](../../.gitbook/assets/10%20%281%29.png)
If you enable it will appear in the widget, as shown below:
![](../../../.gitbook/assets/11%20%281%29.png)
![](../../.gitbook/assets/11%20%281%29.png)
7. Mention the name of the channel you want to direct the offline messages to.
![](../../../.gitbook/assets/12%20%281%29.png)
![](../../.gitbook/assets/12%20%281%29.png)
8. Request your agent to set tags for the conversation for later searching purposes if you want.
![](../../../.gitbook/assets/13%20%281%29.png)
![](../../.gitbook/assets/13%20%281%29.png)
9. An agent can add conversation tags they want to use for this department.
![](../../../.gitbook/assets/14%20%281%29.png)
![](../../.gitbook/assets/14%20%281%29.png)
![](../../../.gitbook/assets/15%20%281%29.png)
![](../../.gitbook/assets/15%20%281%29.png)
![](../../../.gitbook/assets/16%20%281%29.png)
![](../../.gitbook/assets/16%20%281%29.png)
10. Assign the maximum number of simultaneous chats you want your agent to attend.
![](../../../.gitbook/assets/17%20%281%29.png)
![](../../.gitbook/assets/17%20%281%29.png)
11. Mention the number of seconds you want to wait to consider visitor abandonment.
![](../../../.gitbook/assets/18%20%281%29.png)
![](../../.gitbook/assets/18%20%281%29.png)
12. Mention the custom message you want to be displayed when the room is closed automatically by visitor inactivity.
![](../../../.gitbook/assets/19%20%281%29.png)
![](../../.gitbook/assets/19%20%281%29.png)
13. Mention the custom message you want to be displayed when the user is waiting in the queue.
![](../../../.gitbook/assets/20%20%281%29.png)
![](../../.gitbook/assets/20%20%281%29.png)
14. List the name of departments you would like to forward your department's chat to. ![](../../../.gitbook/assets/21%20%281%29.png)
14. List the name of departments you would like to forward your department's chat to. ![](../../.gitbook/assets/21%20%281%29.png)
15. After your new department is created, their assigned business hour will be displayed here.
![](../../../.gitbook/assets/22%20%281%29.png)
![](../../.gitbook/assets/22%20%281%29.png)
16. Assign the agents to this department, as shown below:
![](../../../.gitbook/assets/23%20%281%29.png)
![](../../.gitbook/assets/23%20%281%29.png)
17. Successfully added agents would be listed, as shown below:
![](../../../.gitbook/assets/24%20%281%29.png)
![](../../.gitbook/assets/24%20%281%29.png)
18. Hit save.
![](../../../.gitbook/assets/25%20%281%29.png)
![](../../.gitbook/assets/25%20%281%29.png)
Your newly created department is displayed in the list of departments, as shown below:
![](../../../.gitbook/assets/26%20%281%29.png)
![](../../.gitbook/assets/26%20%281%29.png)
......
......@@ -10,7 +10,7 @@ To access **Omnichannel Appearance** settings:
Go to **Omnichannel Appearance** in the omnichannel panel settings, as shown below:
![](../../../.gitbook/assets/0%20%2812%29.png)
![](../../.gitbook/assets/0%20%2812%29.png)
You can customize the widget in the following four states.
......@@ -22,11 +22,11 @@ You can customize the widget in the following four states.
4. Show your agent’s information if you want. This information is the username.
5. Show your agent’s email address if you prefer, as shown below:
![](../../../.gitbook/assets/1%20%2813%29.png)
![](../../.gitbook/assets/1%20%2813%29.png)
So according to the above settings, during online hours, your livechat widget appears, as shown below:
![](../../../.gitbook/assets/2%20%2812%29.png)
![](../../.gitbook/assets/2%20%2812%29.png)
## Omnichannel Offline
......@@ -40,7 +40,7 @@ Customize the appears of your livechat widget here, for the hours when none of y
6. Set the email address where you want to receive your offline messages.
7. Set success message to display to the visitor when they have sent their message offline.
![](../../../.gitbook/assets/3%20%2811%29.png)
![](../../.gitbook/assets/3%20%2811%29.png)
So your livechat widget appears according to the above settings, during offline hours.
......@@ -53,7 +53,7 @@ Here you set up the fields you want to show on the registration form.
3. Show the Email field.
4. Show any message on the registration form if you want. It appears right under the widget title.
![](../../../.gitbook/assets/4%20%2811%29.png)
![](../../.gitbook/assets/4%20%2811%29.png)
## Conversation Finished
......@@ -62,5 +62,5 @@ Here you set up the fields you want to show on the registration form.
As shown below:
![](../../../.gitbook/assets/5%20%2811%29.png)
![](../../.gitbook/assets/5%20%2811%29.png)
......@@ -11,77 +11,77 @@ To access **Livechat Triggers** settings:
Go to Omnichannel panel settings, as shown below:
![](../../../.gitbook/assets/0%20%288%29.png)
![](../../.gitbook/assets/0%20%288%29.png)
Livechat Triggers menu appears, as shown below:
![](../../../.gitbook/assets/1%20%288%29.png)
![](../../.gitbook/assets/1%20%288%29.png)
## To set up a new trigger: