Omnichannel Settings
- From the Welcome page, click on the Configuration Menu button (3 dots) on the top right-hand side of the page:
- Select Administration where you will land on the Info page:
- Click on Omnichannel in the Settings subsection:
- 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
- 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
- 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.