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.
1. Option to only allow agents to join as their alias.
2. Option to only allow admins to remove history.
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
Option two for sure shall be available only for admin \supervisor
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.
+1 this is really needed
Steve Ross commented
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
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
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.
Make it so admins can change agents aliases, it would be easier than getting them to do it.
David Rindu Kurniawan commented
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.
Have the ability as an owner to disable the alias feature, and make them join as their own user. Perhaps in the "site settings"