allow the disabling of administrators being able to select other administrators' names when answering a livechat
If multiple administrators have been part of/viewed a chat, then if the same user contacts us again, when an administrator accepts the new chat request, they have the option of "impersonating" one of the other administrators.
Not only can this cause confusion, it removes all accountability of what administrators are saying.
If an administrator can impersonate somebody else and is then rude or unhelpful, and the user then sends us a complaint, the wrong person would end up being disciplined, especially if the user does not provide a date/time of the incident, which makes investigation close to impossible.
I'm surprised the ability to impersonate other users is even possible, and I'm completely stunned that there's no option to disable it.
I have only just started using tawk.to today, and while I am otherwise incredibly impressed overall, this is immediately apparent as a problem.
Thank you for your request and feedback.
User will see only impersonated name (Alias), but in history chat (into which visitor chat is converted after some time it is ended and is put in Messaging section) you are able to see real admin name who was serving the chat like – aliasName (adminName).
Of course it requires some info (date/time as you mentioned) to find this chat. BUT also if you know to whom initially belong Alias name you can search by selecting show-chats-only, selecting that admin as Assignee and scroll through chats list looking for one that has two assignees put in dashed boxes.
Such situation should not happen usually, cause if happens – such person should not work in a company, cause he frames other person.
Admintawk.to (top bird!, tawk.to) commented
That was not suggested instead of your request, your request is open and can accept other peoples votes, so we could consider implementing this option, but as a possible way how to deal in this situation.
By using same alias:
- agent can ask for help of other(-s) agent(-s) and they can answer from his name without confusing visitor how many agents are in the chat;
- switch with other agent (if he need to go away), visitor might not need to see that person with whom he spoke left;
- if user recreated the chat same alias could be picked so he will think that he is speaking with same person, if that previous agent is unavailable.
All depends on rules in your company, how they need to act in this or other situation.
"BUT also if you know to whom initially belong Alias name you can search by selecting show-chats-only, selecting that admin as Assignee and scroll through chats list looking for one that has two assignees put in dashed boxes."
That's a convoluted alternative for what should be an even simpler solution; give us the option to disabling being able to impersonate others. I can think of no good reason why administrators should be impersonating each other anyway.
And if an administrator were to accidentally select the wrong person, and accidentally impersonate somebody else, if that user were to subsequently give feedback on that person (be it good or bad), if they do not provide enough context (ie. if they simply said "Person X gave me good/bad support), we should not have to go digging to find out if the person they're referring to is accurate.