Omnichannel Settings

• Login to Infinity Web Client using an administrator account.
• Navigate to the Administration menu.
• Select Omnichannel under Settings.
  
• The Omnichannel Enabled toggle controls whether any of the Omnichannel capabilities can be used. Default = Enabled.

• Click to expand the Omnichannel section.
  

• The following settings are grouped under Omnichannel:
  • Request comment 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.
  • Enable message character limit: Sets a maximum message size in the Livechat window. Default = Disabled.
  • Send offline messages to a channel: Specify the target channel to send offline messages. Default = Disabled.
  • Offline Response Message: A message that can be displayed to website Guests when no Agents are online.
  • Offline Success Message: The message displayed to the Guest when an offline message has been sent.

Livechat settings

• Click to expand Livechat section:

  
  

  The following settings are grouped under Livechat:

  • 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.
  • 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.
  • 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.
  • Allow Visitor 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 in the pre-registration form.
  • Show email field: Include the Email field in the pre-registration form.
  • Show phone field: Include Phone field in the pre-registration form.
  • Department Required: Forces the Guest to select a Department.
  • Registration Form Message: Provide the message sent post registration.

Routing settings

• Click to expand the Routing section:
  

  The following settings are grouped under Routing:

  • 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.
  • Assign new conversations to bot agent:  Enable this setting if you want to route new conversations to a bot agent first.