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Option to only allow agents to join as their self.

Say Joe is an admin/developer. Everyone knows Joe is the developer.
We hire "Bob" to answer live chats.
At any time the user "Bob" can join a conversation as "Joe" and could possibly do malicious things, then "Bob" can delete that history.
TL;DR:
1. Option to only allow agents to join as their alias.
2. Option to only allow admins to remove history.

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Anonymous shared this idea  ·   ·  Report…  ·  Admin →
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under review  ·  Admintawk.to (top bird!, tawk.to) responded  · 

To All Our Valued Users, Thank you for choosing tawk.to and for sharing your ideas here. These are the answers to your questions/suggestions: 1. Option to only allow agents to join as their alias. Answer: At the moment, all agents/admins can create their own aliases. They now have the option to answer chats using their real name or an alias. You can protect your identity by creating a new alias the customer sees when you respond to chats. Helpful link: https://help.tawk.to/article/creating-and-managing-aliases 2. Option to only allow admins to remove history. Answer: Agents don’t have the authority to delete chat history. If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

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  • alvin commented  ·   ·  Report

    there should be an option to make the room private, in case the client wants to share confidential information. Also the chat logs of the same should be visible only to that agent and admin... All public chats and chat logs can be viewed by anyone

  • Anna commented  ·   ·  Report

    Option two for sure shall be available only for admin \supervisor

  • Oliver commented  ·   ·  Report

    Its particularly useful for sales oriented companies (eg. real estate agencies) who have many sales agents who do not want other sales agent to view their conversations.

  • Steve Ross commented  ·   ·  Report

    Agree with Dave... this should not be an option there should be no reason there should be private conversations with support tickets/chats... If you need semi private create departments and assign certain people into those departments then only admins should be able to view all history etc

  • Anonymous commented  ·   ·  Report

    Optimal implementation! If the agent transfer the call to another agent, this will have historical, as it needs. The other calls should be private!

  • Dave Matthews commented  ·   ·  Report

    Then how would other agents be able to further support the user down the track if they couldn't see the history? I think chat logs need to be available to everyone.

  • Anonymous commented  ·   ·  Report

    Make it so admins can change agents aliases, it would be easier than getting them to do it.

  • David Rindu Kurniawan commented  ·   ·  Report

    Please make private conversation, that mean, just only one agent know what he/she talking with client/s (no other agent know the conversation and they can't join). Thank you.

  • Brad commented  ·   ·  Report

    Have the ability as an owner to disable the alias feature, and make them join as their own user. Perhaps in the "site settings"

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