[COMPLETED] Offline chat tagging - feature request / (bug report?)

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7 Kommentare

  • Offizieller Kommentar
    Rajat Garg
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    Hi all,

    We recently released roles and permissions feature (on Premium and Enterprise plans) that allow admins to create roles and customize agent permissions. Using this you can give permission to agents so that they can edit tags in History. You can find more about the feature in our announcement post here.

    Thanks,

    Rajat

  • Ramin Shokrizadeh
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    Hi there Girts,

    Thanks for your honest feedback on the recently released chat tags functionality. Agree that it would be more powerful if we added the functionality to add/edit tags after the chat has ended to also support adding tags to offline messages.

    Currently, there is no plans to add this functionality this year but the team will heavily consider it as an iteration for early 2016.

    If/when this functionality becomes available, we will update this thread to let you know about the update.

    Thanks,

    Ramin

    0
  • Girts Palejs
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    I see.

     

    Well - thanks for a prompt and honest reply there!   We'll see what the 2016 will bring.

     

    Cheers!

    0
  • Ramin Shokrizadeh
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    Hi Girts,

    Good news! We added the ability for completed chats/offline messages to be edited from the History tab as an administrator.

    This should allow you to do what you want. After editing a chat or offline message, it should be indexed immediately and will be searchable with the new tags.

    Let me know if you have any questions or feedback.

    Thanks,

    Ramin

    0
  • Robert McMillin
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    It would be really helpful if agents (and not just Admins) could have the ability to add tags in the chat history. Why not extend this capability or let the administrators assign it to selected users.

    When a chat is completed without a tag it is much less useful. You have to be able to go back and tag in order to maintain good data for analytics.

    thanks,

    R

    0
  • Robert McMillin
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    It would be really helpful if agents (and not just Admins) could have the ability to add tags in the chat history. Why not extend this capability or let the administrators assign it to selected users.

    When a chat is completed without a tag it is much less useful. You have to be able to go back and tag in order to maintain good data for analytics.

    thanks,

    R

    0
  • Ramin Shokrizadeh
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    Thanks Robert. When we did the initial research for the edit functionality, most businesses specified they were more comfortable with this being an admin only feature. I understand not all businesses run the same way, especially depending on their size and number of employees.

    We are looking into improving our roles and permissions to be more flexible late 2016. It should allow account owners to give agents specific permission, like being able to edit/delete tags after the chat has been completed.

    Thanks,
    Ramin

    0

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