Add permissions so that agent couldnt ban / ignore the user. And that the "Admins" could sellect the permissions for them :)
Ideas from comments:
- Option to choose if Agent should get offline messages or not;
- Option for unbanning people by agents;
- Who can only see reports for a particular website;
- Who can and can't see the analytics;
- Who can whisper;
- Who can edit global shortcuts;
- Disable "+Add" property;
- Forbid users to rename/create aliases;
- Another agent shouldn't see other agent conversations;
- Select countries to which agent is restricted to answer chat from;
- Restrict agent to certain languages;
- Agents that didn't create or assigned to a ticket shouldn't be allowed to delete a ticket;
- Option to hide chats: agents belonging to different departments should have access to there department chats only;
- Restrict agents from deleting conversations.
Hi there dear tawker,
We are currently planning on developing granular permissions that will solve this problem.
Hope this will be solved in the near future.
When I assign the agents to man the chat line, I want him to focus on answering visitors' questions on services and products or company related matters. I do not want him to start click on the function like "+Add" property.
I assign an agent and I want to disable "+Add" property. I want him to focus on the chat serving customer.
Stevens Maugé commented
We really need to give or remove permissions to a user.
Example: Forbid users to rename themselves
For privacy purposes, another agent should not see other agent chat conversation with clients... it would be good to make possible mark a chat as (attended and so private)
We're a business based in the United States, but, if we for example want to expand our business, to Russia, we would NOT want our live chat agents in russia to be answering the chat for customers in the U.S. because the russian agents only speak russian. So here are a few sub-features of this main feature that I have in mind.
1. Ability to select countries on a map to which an agent is restricted to answer chat requests from.
2. Or, restrict agent to certain languages, in which case the customer will have to select a preferred language before initiating a chat.
At the same time, we wouldn't want a customer in the U.S. choosing "russian" as preferred language during non-business hours in the U.S. just because he/she is desperate to talk to an agent. Otherwise that "desperate" person will get connected to someone in russia and they won't be able to help them. Rather somehow be able to make it clear that support in U.S. is currently offline, while support in russia is online since it's a different time zone.
I'd like to see a feature where we can configure agent's permissions and not be able to access certain features. I'm also looking for a feature where you can change agent's icons and name via Aliases. This would be a really cool feature as it's a bit hard to show all my agent's how to do it.
Would be nice to be able to see more information about agents. Like emails. For example, if two agents register with the same name it’s impossible to differentiate them. As an administrator, I need to assign one of them to receive all offline messages. Now it’s impossible to do without asking them to change their names.
Agents that did not create or assigned to a ticket should not be allowed to delete a ticket.
there should be an option to hide chats . All information at times is not feasible for all to see . there should be an option to hide chats. agents belonging to different departments should have access to there department chats only. maybe rights to agents can be provided . limited access , specific access or complete access
Visitor actions like Change name,Print Transcript,Email Transcript,Sound on/off not captured in Chat Screen of the Agents
By restricting the agent access to particular pages. It will help for the business having multiple service. For example, service A pages will be handled by Agent A, service B pages will be handled by Agent B. It will give more in-depth analysis and report for the services.
allow administrators the option to hide all tabs except for dashboard and messaging for agents (hide sites and pages, security, monitoring, etc). This could prevent potential headaches for admins, esp. if agents don't know what they're doing and just click on things unknowingly.
As an agent, I know the staff here may get confused from the various options available in the dashboard, specifically in the top toolbar. I know most of the options are not available to agents but still the headings and toolbar is there.
It would be great if I could only display the basics for agents. So very much like WordPress with user access, for a subscriber on WordPress they see very little in the dashboard but admins see everything.
The same kind of thing for Tawk would be perfect ;)
Hello, I would like to report a problem that is happening to me, my agents are deleting the talks, thus destroying the historical.
I believe that only admin should have that power.
Only one admin:
Deleting are here:
Thank you, and congratulations on exelente work.
Sorry for the precarious English.
Request improvements: good it would be if the TALK.TO, only administrators podesse see the conversations of others in the historico. Guest officers and attendants could only see the coversas that he did antendimento. Only the guests as administrators when entering the system poderian see the conversations of all. The attendants not.
I'm using Tawk.to, I loved to tell the truth, that's what this looking for my site ... but feel this nesseciade the system. If you guys put this decirem Moved, I thank you very much ... I'll wait for this change ...
an agent could not see the conversation of another registered agent on the same site , the conversations of agents with clients should be private and not public.
Agents do need restrictions in viewing dashboard and history. If an agent is logged in, his dashboard should categorically display only with relevant to earlier his own chat not the entire account. But, at the same time, admin should see everything what agent is chatting, sharing info and all.. Is that possible?
My web site need a solution where the simple agent does't can see the conversation de other agent , because each agent is independent e responsible for their own page or departament. Only the administrator could see all conversation this for me would be perfectly.
It is possible? Please helpe me I like very much the tawk and don't would went change it.
Fábio Roberto commented
Show historical separated by agent so that the agent only view your conversations
Josué Guzmán commented
I want to prevent agents to see others agents conversations or chat logs.
I want just control agents permissions in order to see or join others agents chats.
It is because one of my clients needs so.
Please help me.