Omnichannel: Administration Settings

Omnichannel Settings

1. From the Welcome page, click on the Configuration Menu button (3 dots) on the top right-hand side of the page:
   
2. Select Administration where you will land on the Info page:
   
3. Click on Omnichannel in the Settings subsection:
   
   
4. The following top-level settings are available:
   • Omnichannel Enabled: Controls whether any of the Omnichannel capabilities can be used. Default = Enabled 
   • Request comments when closing conversation: Forces the Agent to include a comment for internal use prior to being able to close the session with the Guest. Default = Enabled
   • Accept new omnichannel requests when the agent is idle: Controls when Guests can initiate a new conversation request. Default = Enabled
   • File Uploads Enabled: Controls whether or not files can be shared over a conversation between an Agent and a Guest. Default = Enabled
   • Livechat sub-menu: A drop-down list of all characteristics of the Livechat behavior (see Configuring Livechat settings below)
   • Routing sub-menu: Controls how new requests are routed through the Omnichannel system. Currently this is limited to "Manual".

Configuring Livechat settings​​

1. In the Administration / Omnichannel settings page, click on the Livechat dropdown menu:
   
   

   The following Livechat-specific settings are available:

   • Livechat Title: The name of the Livechat browser window that shows up on the Guest's webpage.
   • Livechat Title Background Color: Sets the color of the Livechat browser window.
   • Enable message character limit: Allows a maximum message size in the Livechat window. Default = Disabled.
   • Livechat message character limit: Sets the maximum message size in the Livechat window. Default = 0.
   • Display Offline Form: Change this setting if you wish to allow the form to display even when no Agents are online.
   • Offline Form Unavailable Message: A message that can be displayed to website Guests when no Agents are online and the Display Offline Form is Active.
   • Title: The title of the Offline Form window when displayed on the website.
   • Color: Set the color of the Offline Form. This allows the Guest to be aware that the Livechat service is offered, but discern that it is currently offline.
   • Email Address to Send Offline Messages: The target email address to send Offline Messages.
   • Offline Success Message: The message displayed to the Guest when an Offline Message is sent.
   • Allow Guest to Switch Departments : Guests are able to switch to different departments for help. 
   • Show agent information: Displays the name of the Agent that has accepted the communication request to the Guest.
   • Show agent email: Displays the email address of the Agent that has accepted the communication request to the Guest.
   • Show Pre-registration Form: Forces the Guest to provide items such as name and email address and the desired department prior to being able to send a message.
   • Show name field:  Include the Name field on the pre-registration form.
   • Show email field: Include the Email field on the pre-registration form.
   • Registration Form Message: Provide the message sent post registration. 
   • Send Livechat offline messages to a channel: Choose to have messages from Guests sent to an InfinityOne channel when all Agents are offline.
   • Channel Name: The name of the InfinityOne channel to be used for offline messages.

​Configuring Routing settings​​

1. ​​​​In the Administration / Omnichannel settings page, click on the Routing dropdown menu:
   
   The following top-level settings are available:
   • Omnichannel Routing Method: Currently, Manual Selection is the only available option.
   • Accept with No Online Agents: Change this setting if you wish to allow Guest connections even when no Agents are online.