--- title: "Operator Overview" description: "Full overview for ConnectiveOne operators. From roles and channels to working with dialogs, tickets, statistics, and AI assistants." --- # 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](/en/product-glossary.md) --- ## 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. ### Channel Differences 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](/en/channels/explanation/what-is-widget.md) --- ## 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. Right panel, message delay, and other parameters — in profile. - [Configure operator settings in profile](/en/profile/how-to/configure-operator-settings.md) - [Configure notifications](/en/profile/how-to/configure-notifications.md) - [Configure signature](/en/profile/how-to/configure-signature.md) - [Configure folders](/en/profile/how-to/configure-folders.md) --- ## 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](/en/operatorline/how-to/create-ticket.md) --- ## 5. Folders and Menu 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). The "Grouping" checkbox next to each folder appears only if the administrator has enabled "Group dialogs by topics" in operator 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. - [Manage folders](/en/operatorline/how-to/manage-folders.md) - [Configure folders](/en/profile/how-to/configure-folders.md) - [View chats list](/en/operatorline/how-to/view-chats-list.md) --- ## 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. - [What are filters and why you need them](/en/operatorline/explanation/what-are-filters.md) - [Create filter](/en/operatorline/how-to/create-filter.md) - [Manage folders](/en/operatorline/how-to/manage-folders.md) --- ## 7. Topic and Tags Topic and tags help filter inquiries, build reports, and distribute work. ### How Topic Is Set 1. **Automatically** — when the customer reaches the operator, the topic can be set in the bot (e.g., customer pressed "Payment" button). 2. **Via AI** — customer writes text, system determines the topic. 3. **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](/en/operatorline/how-to/set-topic-and-tags.md) --- ## 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. If you lose connection to the panel while still in a mode where the system can assign **new** inquiries to you, your status may change **automatically** after a short wait so customers are not routed to an operator who is not actually online. Before a break or end of shift, switch manually to offline or another status that does not accept new inquiries. Administrators can read more in [Configure operator statuses](/en/settings/how-to/configure-statuses.md). - [About auto-assignment](/en/operatorline/explanation/auto-distribute-dialogs.md) - [Auto-connect free operator](/en/operatorline/explanation/auto-connect-free-operator.md) - [View request queue](/en/operatorline/how-to/view-request-queue.md) --- ## 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). - [Configure quick replies](/en/profile/how-to/configure-quick-replies.md) - [Use quick replies](/en/operatorline/how-to/use-quick-replies.md) --- ## 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](/en/operatorline/how-to/reply-to-client.md) --- ## 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. - [Redistribute chats from operator](/en/operatorline/explanation/redistribute-chats-from-operator.md) - [Connect chat to operator](/en/operatorline/explanation/connect-chat-to-operator.md) --- ## 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. - [View customer channels](/en/broadcastusers/how-to/view-client-channels.md) - [Customer card](/en/broadcastusers/how-to/view-client-card.md) — same card as in Clients module (click pencil) - [Search and merge similar contacts](/en/broadcastusers/how-to/search-and-merge-similar-contacts.md) - [Why does one client have many channels?](/en/broadcastusers/explanation/why-one-client-many-channels.md) --- ## 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. - [Create outbound request](/en/operatorline/how-to/create-outbound-request.md) - [Reply to customer](/en/operatorline/how-to/reply-to-client.md) --- ## 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. - [Manage ticket watchers](/en/operatorline/how-to/manage-ticket-watchers.md) - [Manage ticket fields](/en/operatorline/how-to/manage-ticket-fields.md) --- ## 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](/en/learn/scenario-builder/processes-and-scenarios.md) --- ## 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. - [Supervisor hub](/en/operatorline/supervisor-hub.md) - [Monitor operator statuses](/en/operatorline/how-to/monitor-operator-statuses.md) - [View request queue](/en/operatorline/how-to/view-request-queue.md) - [View dashboards](/en/statistics/how-to/view-dashboards.md) --- ## 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](/en/statistics/how-to/view-dashboards.md) --- ## 18. AI Assistants ### Copilot AI assistant that suggests ready replies based on a knowledge base. Customer writes — Copilot analyzes and suggests text. You can edit and send in one click. Can also check data in other systems (e.g., order status). ### Helper Built-in assistant for operators — like ChatGPT but for internal questions. You can load FAQ for employees, instructions. Ask: "What are our current rates?", "How do I request leave?" Useful for new operators. ### AI Tools Tools for working with text: translate, check grammar, add emojis, change tone. You can configure automatic translation of incoming messages — e.g., translate every customer message to your language. ### Quality Assessment (QA) Separate module — AI quality assessment of calls and chats. Each dialog can be checked against a criteria checklist. - [Use Copilot](/en/operatorline/how-to/use-copilot.md) - [Translate a client message](/en/operatorline/how-to/translate-client-message.md) - [AI assistant in operator panel](/en/operatorline/explanation/ai-assistant.md) --- ## 19. Effective Customer Communication ### Choose the Right Channel Chat — for quick questions. Email — for detailed requests, formal correspondence. Phone — for complex issues. If the customer wrote in chat — better to reply in chat. ### Tone and Style Greet, be specific, confirm. Use quick replies but personalize (add name, order number). ### Internal Communication Culture Leave internal notes for colleagues. When transferring a dialog, add a short note. Don't ignore the "Awaiting Response" folder. - [Reply to customer](/en/operatorline/how-to/reply-to-client.md) --- ## 20. Common Mistakes and Tips ### Forgetting to Switch Status Switch status to offline before a break. After returning — back to online. ### Ignoring the "Awaiting Response" Folder Use it as a priority. First close dialogs where the customer is waiting. ### Not Leaving Internal Notes Leave a short note when transferring or closing. Saves time for colleagues. ### Confusing Chat and Ticket Chat — for quick questions. Ticket — when you need to track resolution time, transfer between departments. A chat can be converted to a ticket in one click. ### Not Merging Contacts If you see "Similar contacts" — check and merge. History will be in one place. ### Not Using Quick Replies Create personal quick replies. Keyword + Enter — reply ready.