Omnichannel Users

Omnichannel roles have their respective permissions which help you maintain access control. You can assign these roles to your workspace users according to their responsibilities.

The primary users of Omnichannel are:

  • Workspace admins

  • Livechat Manager: Managers can manage agents and all other Omnichannel features.

  • Livechat Agents: Agents handle inquiries and support requests through Omnichannel.

  • livechat-monitor: Monitors can view and monitor livechat interactions and analytics.

Let’s learn how to manage users with these roles.

Omnichannel managers

Omnichannel managers are responsible for managing Omnichannel conversations. They can monitor and see analytics of Omnichannel activities. To access this menu, go to Administration > Omnichannel > Managers.

View managers

On the Managers screen, a list of all the existing managers is displayed with details and can be paginated if there are many managers.

Add a new manager

To add a user as an Omnichannel manager,

  • Search or select the user from the Username field.

  • Click Add manager.

This automatically assigns the Livechat Manager role to that user, who can now view and monitor the analytics of Omnichannel agents and activities.

Remove manager

To remove or revoke the Omnichannel manager access from a user, click the delete icon on the right of the user on the Omnichannel Managers list. This will remove the Livechat Manager role from that user, and they won't be able to monitor, view analytics, or see the Omnichannel menu.

Omnichannel agents

Omnichannel Agents are responsible for handling Omnichannel conversations. An agent can belong to a particular department and gets notified when a new conversation gets initiated if they are available.

To access this menu, go to Administration > Omnichannel > Agents.

Add agent

To add a user as an Omnichannel agent,

  • Search or select the user from the Username field.

  • Click Add agent.

This automatically assigns the Livechat Agent role to that user.

View agents

On the Omnichannel agent menu, a list of all the existing agents is available with their details and can be paginated if you have many agents. An agent's status can be seen on the Livechat Status tab showing whether they are available or not.

Edit agent

From the Omnichannel agent list, click on the agent and click Edit from the sidebar. You can edit the following details of an agent:

  • Select the Departments from the drop-down menu to assign to the agent.

  • Change the Status of the agent.

  • Enter the Max. number of simultaneous chats that the agent can attend.

  • Click Save.

Remove agent

To remove a user from the agents' list, click on the delete icon on the right against the agent. This removes the Livechat Agent role from that user.

Omnichannel monitors

Monitors in Omnichannel are users who can monitor Omnichannel activities and have access to Current Chats, Analytics, Real-time Monitoring, Agents, Departments, Business Hours, and Canned Responses.

A monitor is only able to view analytics or activities of a department if they are assigned to a unit.

To access Omnichannel Monitors, go to Administration > Omnichannel > Monitors.

View monitors

On the Monitors page, a list of all the users with livechat-monitor role is displayed. From here, you can add new monitors or delete existing monitors.

Add a new monitor

To add a new monitor(s), enter the person's username in the username field and click Add monitor. This automatically assigns that user the livechat-monitor role.

Delete monitor

To delete an Omnichannel monitor, click the delete icon on the right across the user. This removes the livechat-monitor role from that user.

You can also create custom roles if you need further options (only available in the Enterprise plan).

Next steps

Once your Omnichannel users are ready, you can take any of the following actions: