Groups Management

A user that has sufficient access rights can create, edit or delete service groups.

Create Group

In order to create a group, you should press the New group button located in the left part of the window. A window of creating a new service group should appear as soon as you press it. The window contains four tabs:

Information

• Name — the group name to be displayed in the "Chat" module.
• Public name — the group name as it should be displayed on the client's side.
• Keywords — here you can specify keywords, tags, to be used when calling the chat from a website to automatically choose only the necessary service groups. Several keywords separated by comma, space or semicolon can be specified in this field.
• Displayed name — here you can specify how the names of the employees taking part in dialogs belonging to this group should be displayed on the client's side. The necessary alternative can be chosen from a pop-up list that appears if you press with the left button of you mouse in this field. Available alternatives are: "Full name", "Name", "Hidden" (the clients see "Manager" instead of the employees' names).
• Status — enabling/disabling the group. You can switch between the statuses by a left mouse click on the or icons.
• Creation date — the date of this service group creation (available when editing the service group).
• Modification date — the date of the last change made to this service group (available when editing the service group).
• Creator — the name of the user that has created this group.

Topics

This tab is aimed at placing the discussion topics for a given service group. To create a topic, you should press the New topic button. In the block that appears, you should specify the name of the topic and then press the "Add" button:

Then the new topic appears in the list. You can change the name of the topic or delete it, using the and buttons that appear if you point the mouse cursor over the topic in the list.

Phrases

Using this tab, you can create some replies preliminarily prepared for your dialogs.

In order to create a phrase, you should press the New phrase button. The block where you should enter the text of your phrase appears as soon as you press it. You can also use special macros as shown at the bottom of the block. For example, if you specify the phrase "Hello, #replyname#", then, if you select it in a dialog, the name of the appealing client is filled in automatically instead of the macro word. To add a phrase, you should press the "Add" button. To cancel adding, press the "Cancel" button.

The created phrases can be edited or deleted via and located in the end of the phrase entry.

Once the phrases have been created, an additional button, "Select frequently used phrases", appears in the dialog box.

Permissions

• View — the list of users/groups that are allowed to view the dialogs in this service group.
• Work — the list of users/groups that are allowed to consult clients on their questions in this service group.
• Administration — the list of users/groups that can edit and delete this group.

You can add or delete users/groups via the Add and button, respectively. If you press the Add button, the list of users and groups should appear, the instructions of how to use it are given at the "List of Assigned" section.

Once all the settings have been made, you should press the "Add" button. If you press the "Close" button, the groups won't be saved and you will be returned back to the "Chat" tab.

The created group is displayed in the left part of the "Chat" module:

The number of employees having the "Online" status at this moment is displayed to the right of the group name.

Edit Group

In order to start modifying a group, you should press the button that appears to the right of the group name once you put the mouse cursor over it. Editing a group is the same process as adding it. The only difference is the presence of the Delete service group button at the bottom of the window. You can use it to delete a group. Once all the necessary modifications have been made, you should press the "Update" button located at the bottom of the window. If you press the "Close" button, the window of editing is closed without saving the modifications you have made.

Delete Group

In order to delete a group, you should enter its editing mode, as described above. Then you should press the Delete service group button located at the bottom of the window. Then the warning about the after-effect of group deletion should appear:

If you agree with it, check the "I agree to delete the service group" field. Then the "Delete" button becomes active. The group is then irretrievably deleted, as soon as you press that button.