How to Configure Operators in Chats?

Configuring operators allows you to define how operator names are displayed in chats with clients, as well as configure special parameters for different communication channels (for example, Viber).

When You'll Need This

  • You need to configure the format for displaying operator name in chats (for example, "John (Operator)" or "John D.").
  • You need to configure special parameters for the Viber channel (name length limit, avatar).
  • You need to configure topic display by skill groups.
  • You need to configure visibility of outbound chats for operators.

What's Important to Know

  • Name template — text with placeholders (for example, {{first_name}} {{last_name}}), which is used to form operator name in chat.
  • Template variables — available variables: {{first_name}}, {{last_name}}, {{role}}, and other user fields.
  • Viber limitations — for the Viber channel, operator name is limited to 28 characters.
  • Avatar — you can configure operator avatar display in Viber.

Before You Start

  • You are logged in with administrator or supervisor rights.
  • You have permission to save settings (canSave).

Step-by-Step Instructions

1. Open Operator Settings

  1. Go to the Settings module through the menu or directly at /settings-page.
  2. In the side menu, find the "Settings" section and expand it.
  3. Click on "Operator Settings" (/settings-page/op-settings/operators).

2. Configure General Operator Name Template

  1. In the "Operator Name in Chat" section, enable the "Display operator name in chat" checkbox (if it's disabled).
  2. In the "Name Template" field, enter the desired name format using variables:
    • {{first_name}} — operator first name
    • {{last_name}} — operator last name
    • {{role}} — operator role
    • Other available user fields
  3. Template example: {{first_name}} {{last_name}} ({{role}}) or {{first_name}} D.
  4. The system automatically shows an example of how the operator name will look.

3. Configure Special Parameters for Viber

  1. In the "Viber Settings" section (purple card), enable the "Special settings for Viber" checkbox.
  2. In the "Name Template for Viber" field, enter the name template (maximum 28 characters).
  3. If template length exceeds 28 characters, the system will show a validation error — shorten the template.
  4. (Optional) Enable the "Display operator avatar" checkbox to show avatar in Viber chats.
  5. The system shows an informational message about avatar and its usage.

4. Configure Other Parameters

  1. "Show topics by skill groups" — enable if you need to group topics by operator skill groups.
  2. "Outbound chat visibility" — enable if operators should see outbound chats.
  3. "Show operator connection message" — enable if you need to show a message to the client about operator connection.
  4. "Connect second operator from different skill group" — enable if you need to allow connecting a second operator from a different skill group.
  5. "Connect dialogues over limit" — enable if you need to allow operators to accept dialogues over the set limit.
  6. "Show only online users" — enable if you need to show only online operators in lists.

5. Save Settings

  1. Verify all changes made.
  2. Click the "Save" button at the top of the page.
  3. Wait for a message about successful saving.
  4. If there are validation errors, fix them and try saving again.

What Happens Next

Settings are applied to all chats in the system:

  • Operator names are displayed according to the configured template.
  • Special settings are applied in Viber chats (if enabled).
  • Operator avatars are displayed in Viber (if enabled).
  • Topics are grouped by skill groups (if option is enabled).

How to Verify Everything Worked

  • Open a chat in the operator panel and check that operator name is displayed according to the template.
  • If you configured Viber parameters, check display in Viber chat.
  • Check that other settings (topics, chat visibility) work according to your settings.