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.
Anonymous
shared this idea
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.
Let me know if you have any other questions, require assistance, or just want to talk to someone at tawk.to. Here is a link to my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!
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Benton Russel
commented
I am at this point searching for some obvious plan.
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Donnie Kight
commented
Appreciative for sharing such mind blowing information.
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alvin
commented
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
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Anna
commented
Option two for sure shall be available only for admin \supervisor
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Oliver commented
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.
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David
commented
+1
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Anonymous
commented
+1 this is really needed
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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
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Anonymous
commented
Optimal implementation! If the agent transfer the call to another agent, this will have historical, as it needs. The other calls should be private!
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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.
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Anonymous
commented
Make it so admins can change agents aliases, it would be easier than getting them to do it.
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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.
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Brad
commented
Have the ability as an owner to disable the alias feature, and make them join as their own user. Perhaps in the "site settings"