Operator Overview

Overview for ConnectiveOne operators. From basics to working with AI assistants and effective customer communication.

1. Roles and Permissions

ConnectiveOne has different roles: operator, supervisor, administrator, integrator. Each role has its own set of permissions — what can be viewed, edited, or configured.

Main Roles

Operator — works with dialogs, responds to customers. Sees the operator panel, their own dialogs, quick replies. No access to settings.
Supervisor — monitors the team, manages the queue, configures panel display for operators. Has limited access to operator panel settings.
Administrator — full access: users, roles, bots, channels, all settings.
Integrator — configures channel and system connections. Does not work with the operator panel as an operator.

Light Agent

Light Agent — operator with limited permissions: can only view dialogs but not respond to customers. Can leave internal notes for colleagues. Suitable for trainees.

Product glossary

2. Communication Channels

All customer inquiries — from Telegram, Viber, Facebook, email, website widget — go to one operator panel. No need to switch between different apps.

Available Channels

Messengers (Telegram, Viber, WhatsApp), social networks (Facebook Messenger, Instagram Direct), comments (Facebook, Instagram), email, website widget, telephony with transcription, SMS.

What the Operator Sees

Each dialog shows the channel the inquiry came from. History is stored separately per channel, but cross-channel allows switching between channels for the same customer.

Facebook and Instagram have a 24-hour response window after the customer's message. For the website widget — if the customer closed the chat, sending a new message is difficult. Email and chat bots usually have no such limits.

What is the widget

3. Personal Settings

The operator panel lets you customize the interface: colors, notifications, and email signature.

Design and Theme

Change theme (light/dark), adjust color scheme. Available in profile (avatar → personal settings).

Notifications

Browser notifications for new inquiries — even when you're on another tab. Sounds for each action: new dialog, new message, added to chat, response delay.

Email Signature

If Email is connected, each manager can have their own signature. Stored in profile and inserted when replying.

Panels and Layout

Panels can be moved, hidden, or rearranged.

4. Chats and Tickets

ConnectiveOne has two types of inquiries: chats and tickets. They appear in the same filters but serve different purposes.

What is a Chat

Chat — inquiry that is handled quickly and closed. Typical examples: product availability question, consultation. Chats have statuses, topic, tags.

What is a Ticket

Ticket — inquiry with longer handling, multiple steps, or transfer between departments. Tickets have response time control (SLA), ability to transfer to another department, extra fields (links, SKU, etc.), priority, assignee, watchers.

When to Use Which

Chat — for most support inquiries. Ticket — when you need to track resolution time, transfer between departments. A chat can be converted to a ticket in one click.

Create ticket

The left panel shows folders with inquiries grouped by different criteria. You can customize them for yourself.

Grouping

With grouping — inquiries are distributed across folders. Without grouping — one shared list without folders. Toggle in menu settings (avatar → settings).

What Can Be in Folders

Folders can display chats, social network comments, group chats, tickets. For each folder you can choose which statuses appear there.

"Awaiting Response" Folder

Inquiries where the last message was from the customer — they're waiting for your reply.

6. Saved Filters

Saved filters are search conditions you set up once and save. For example: status, topic, tags, operator, channel, date, customer rating. Then apply them in one click — instead of selecting conditions manually each time.

Public Filters

A filter can be made public — all operators see it. Typical scenario: busy period, admin creates a public filter for the team to focus on.

7. Topic and Tags

Topic and tags help filter inquiries, build reports, and distribute work.

How Topic Is Set

Automatically — when the customer reaches the operator, the topic can be set in the bot (e.g., customer pressed "Payment" button).
Via AI — customer writes text, system determines the topic.
Manually — you can change the topic in the dialog card.

Tags: Customer and Dialog

Customer tags — labels on the customer (e.g., "VIP"). If you tag a customer, every dialog will have that tag. Dialog tags — labels on a specific inquiry. Tags can be added directly in the dialog.

Set topic and tags

8. Queue and Auto-Assignment

Two modes: manual (you pick inquiries from the pool) and automatic (system assigns dialogs to operators).

Unassigned vs Queue

Unassigned — for manual distribution. Queue — for automatic. The queue holds inquiries when all operators are at capacity.

How the Queue Works

Each operator has a dialog limit. If everyone is busy — new chat goes to the queue. When someone frees up — the inquiry is automatically assigned to them.

How Dialogs Are Distributed

The system can distribute by dialog count (whoever has fewer gets the next), by turn, or by topic priority. Configured by the supervisor.

Operator Status

To stop receiving new dialogs — switch status to offline. You can still work with dialogs already assigned to you.

9. Quick Replies

Quick replies — saved message templates. Keyword + search — insert in one click.

How It Works

Type # or the magic wand — search appears. Start typing — system suggests matching templates. You can add placeholders — e.g., customer name is inserted automatically.

Personal and Shared

Personal — only for you, you create them. Shared — for the whole team or your department, created by admin. You can insert images (up to 10 files per reply).

10. Internal Notes and Collaboration

Internal notes — messages visible only to operators. The customer doesn't see them. They stay in the dialog history.

Why Use Them

Pass context, warn a colleague, leave instructions, record a fact. The note is saved in the customer card.

Difference from Reply

The input field has a toggle: reply to customer or internal note.

Internal Chats (Chatroom)

You can create an internal chat between colleagues — discuss a customer issue, coordinate actions.

Reply to customer

11. Transferring a Dialog

In an open dialog there's an "Operators" tab: add to dialog or transfer. When transferring, the other operator has two minutes to take the dialog. If they don't — it returns or goes to the general pool.

Transfer to Operator Group

If you don't know who to transfer to, you can transfer to a group (department). The dialog goes to the group's shared list, and the first free operator takes it.

Bulk Reassignment

The supervisor can run a reassignment process — all of an operator's chats are reopened and distributed to those who are online.

12. Cross-Channel

The same customer can write via Telegram, Viber, email, and the widget. The system helps merge contacts and see all communication history in one place.

How It Looks

The customer card shows all channels. You can switch between channels in one click. History is stored separately per channel.

Similar Contacts and Merging

The system suggests similar contacts by phone number, email, or nickname. If you see "Similar contacts" — check if it's the same customer. Merge manually in one click. After that, all communication history is in one place.

13. Writing to a Customer

Sometimes you need to reach out first: continue a dialog, send a reminder, or cold outreach.

Finding History

Full-text search by words from the dialog. Search by customer — by phone, email, name.

Cold Outreach

"Write to customer" button (plus icon) — start a dialog with someone who hasn't written yet. Enter contact (number, email) and choose channel. Email always works. SMS — if connected. Messengers (Telegram, Viber) — depends on settings.

Important: Messengers may block for excessive messaging to people who haven't added you. For cold outreach, prefer email or limit volume.

14. Author, Assignee, Watchers in a Ticket

Author

Who created the ticket — operator or system.

Assignee

Operator who handles the ticket and is responsible for resolution. Can be changed.

Watchers

Receive notifications about changes but are not responsible for the ticket. A supervisor can add themselves as watcher to monitor a complex inquiry. Add yourself — via the eye icon in the ticket details panel.

15. Processes and Bulk Actions

Process — a set of actions you can run on multiple dialogs at once. For example: reopen and reassign to those online. Send a message in bulk.

Where to Run

From the table — select chats, "Run process". From a folder — run on all dialogs in that folder.

Macros

Macros — quick actions for a single dialog. For example: "Check deposit status" — enter customer ID, system checks in another system and returns the result. Instead of switching to CRM or Excel — everything in one window.

Processes and scenarios

16. Supervisor Tools

Status Monitoring

The info panel shows in real time: who's online, who's offline, how many dialogs each has, when they last logged in. Helps react quickly — e.g., if an operator has been offline for a long time, there may be a technical issue.

Team Settings

Supervisor can create public filters (so everyone sees the same focus), manage folders, configure display. Each operator can further customize for themselves.

Statistics

The statistics module has reports: response time, customer ratings (CSAT), operator working hours, ticket time control. Data can be exported to PDF or Excel. From a report you can drill down to a specific dialog.

17. Statistics and CSAT

The system has reports and dashboards: response time, connection time, average completion speed, customer ratings, operator working hours, ticket time control.

CSAT — Customer Ratings

The rating is usually sent at the end of the dialog — when you close the chat. In the widget it might be emojis, in chat bots — scale 1–5 or 1–10. Ratings are stored in the customer card and in reports. If the customer made a mistake and clicked the wrong rating — admin can correct it.

View dashboards

Reply to customer