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 want the same branded operator name in Client Portal comments as in messengers or the widget.
You need to configure special parameters for the Viber channel (name length limit, avatar).
You need to configure topic display by skill groups.
Operators must not start a chat or an email without a request topic.
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 forms the operator name in chat and in Client Portal (operator comments and client-visible status-change lines).
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 operator panel settings.

Step-by-Step Instructions

1. Open Operator Settings

Go to the Settings module through the menu or directly at /settings-page.
In the side menu, find the "Settings" section (operator panel subsection) and expand it.
Click on "Setting up for all operators" (/settings-page/op-settings/operators).

2. Configure General Operator Name Template

In the "Configurable operator name" section, enable the "Display operator name in messages" checkbox (if it's disabled).
In the "Name of the operator in the chat message" 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
Template example: {{first_name}} {{last_name}} ({{role}}) or {{first_name}} D.
The system automatically shows an example of how the operator name will look.

3. Configure Special Parameters for Viber

In the Viber section (purple card), enable the "Change sender for Viber" checkbox.
In the "Sender's name" field, enter the name template (maximum 28 characters).
If the length exceeds 28 characters, the system will show a validation error — shorten the template.
(Optional) Enable the "Set operator avatar" checkbox to show avatar in Viber chats.
The system shows an informational message about avatar and its usage.

4. Configure Other Parameters

Folder visibility in menu — these options determine which folders appear in the operator panel left sidebar and in Menu → Profile → Menu:

"Show in menu 'By operators'" — if disabled, the "By operators" folder does not appear; operators cannot configure it in profile. If enabled — the folder appears.
"Show in menu 'By subjects'" — same for "By subjects" folder.
"Show in menu 'By skill groups'" — same for "By skill groups" folder.
"Automatic connection of free operator" — if disabled, the "Queue" folder does not appear. If enabled — the folder appears.
"Group dialogs by topics" — enable, and in Menu → Profile → Menu each operator will see the "Grouping" checkbox next to each folder; they can configure grouping by topics separately for each folder. If disabled — this checkbox will not appear in the operator profile, and grouping cannot be configured.
"Display to the operator only requests with topics linked to the skill groups they belong to" — enable if operators should see only topics from their skill groups.
"Require a request topic when an operator starts a chat" — enable so that the "Write to the client" window does not create a chat or an email until the operator picks a topic. Off by default: the topic is optional. Works together with item 6: when that is on, operators see only the topics of their skill groups, so an operator without a skill group with topics can't start a chat. Before turning it on, check that every active operator is in a skill group with linked topics. See Request topic.
"Display outgoing chats of other operators" — enable if operators should see outbound chats.
"Display the message "Operator connected" when an operator is connected to the dialog box" — enable if you need to show a message to the client about operator connection.
"Possibility to connect an operator from another skill group to the dialog box" — enable if you need to allow connecting a second operator from a different skill group.
"Allow dialogues over the operator's limit" — enable if you need to allow operators to accept dialogues over the set limit.
"Show only online operator when transferring dialogues" — enable if you need to show only online operators in lists.
"Quick replies by tag # or № for all operators" ("Panel display settings" section) — choose one of three states:
- "Per operator profile" (default) — each operator turns the mode on in Menu → Profile → Quick replies, as before.
- "On for all operators" — for every operator, quick reply suggestions appear only when the message starts with # or № (for example, #hello). Typing just # shows the whole list.
- "Off for all operators" — the tag mode is off for everyone. Suggestions while typing are shown only to operators with "Quick replies" auto suggestions turned on — in the profile or with the automatic quick reply search button (the magic wand in the message input, tooltip "Enable/disable automatic quick reply search"). Without auto suggestions there are no suggestions while typing, including on # or №.
Operators see the change after reloading the page.

Link to profile: The "Display the message 'Operator connected'" and message send delay settings are global defaults. Operators can override them in Menu → Profile → Operator Settings: if they choose "Default" there — the value from here applies; if they choose their own — it takes priority for that operator only.

The "Quick replies by tag # or № for all operators" field works differently: it is not a default but an override. "On for all operators" and "Off for all operators" replace the operator's own setting, and the switch in their profile becomes inactive; the operator's own setting is kept and applies again when you select "Per operator profile".

5. Configure the Default Email View Mode

In email dialogs, operators see the conversation in one of two modes: "Current thread only" (messages from the current email chain) or "All customer emails" (a merged timeline of all messages from this customer to this mailbox). Here you set which mode is the default for the whole team.

Find the "Show all customer messages by email" checkbox in the general operator settings section.
Pick the value that fits your team's workflow:
- Off (default) — new email dialogs open in "Current thread only" mode. Best when "1 email thread = 1 ticket" is the team's contract.
- On — new email dialogs open in "All customer emails" mode with full context of the customer's prior tickets.
The setting applies only to new dialogs opened after saving.

What the operator sees: the default is used when a new email chat opens. Inside a specific dialog, an operator can temporarily switch the mode in the chat header or in the "Dialog history" accordion — that choice doesn't affect other operators and doesn't persist when they move to the next chat. Details: Email view modes in conversations.

Where it shows up: in email dialogs only. For messengers, widget, telephony, and other channels this switcher has no effect.

6. Hide System Message Types by Role

The block is available only when the "System message type filter" feature (ff_op_system_message_type_filter) is enabled on the instance. Ask support to enable it.

Here you decide which system lines an operator does not see in the dialog feed — for example, "Operator changed the status to Close with CSAT" or "Client rating". Messages are not deleted or changed, neither in the database nor for the client: only their display in the operator panel is hidden.

Expand the "Display bot steps and system messages" section. Under the display mode select, the "Hidden types by role" block appears.
(Optional) In "Statuses that trigger a rating (CSAT/NPS)", mark the dialog statuses after which the client receives a rating request — for example, "Close with CSAT". Lines "… changed the status to
" then belong to a separate type, "Closed with CSAT status"; all other status changes stay "Status changed".
- If a status was deleted or renamed, its name stays in the field marked "(status deleted)" and keeps hiding old lines with that name until you remove it. After a rename, mark the new name as well.
For each role, pick the types to hide. An empty list ("Show all") means the role sees everything.
- If the role table is empty or an error about loading roles appears, your role lacks access to the operator panel (Operator Line). Ask an administrator who has it, or add it to your role. The status field and the rest of the page work without it.
Click "Save" at the top of the page.

Types you can hide: "Rating request sent", "Client rating", "Operator joined", "Operator left", "Dialog transfer", "Subject changed", "Status changed", "Dialog closed", "Process steps", "AI summary", "Calls", "Other system messages", "Closed with CSAT status", "Broadcasts".

Important:

Always shown (only the "Hide" mode hides them): e-mail history dividers, delivery errors, the first message from a Facebook ad, and mass sends from the chat context menu. Internal notes are not system messages; the filter never hides them.
The "Show / Collapse / Hide" mode works as before; the type filter applies on top of it.
Operators see the changes after reloading the panel.
An operator can set a personal list in the profile or via the dialog "⋯" menu → "System messages…" — it then fully replaces the role's list. See Configure operator settings in profile.
A type cannot be hidden for the whole instance at once — only through roles.
The "Show message list" modal in the client history ignores the filter: all system messages are shown there.

7. Save Settings

Verify all changes made.
Click the "Save" button at the top of the page.
Wait for a message about successful saving.
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 — in Operator Line, external channels, and Client Portal.
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).
The "Write to the client" window does not create a chat or an email without a topic (if "Require a request topic…" is on). Operators see the change after reloading the page.
Operators do not see the system message types hidden for their role in the dialog feed (if the feature is enabled) — after reloading the panel.

How to Verify Everything Worked

Open a chat in the operator panel and check that operator name is displayed according to the template.
Open a ticket in Client Portal as a reporter — operator comments should show the same display name (see Comment on a ticket).
If you configured Viber parameters, check display in Viber chat.
Check that other settings (topics, chat visibility) work according to your settings.
Log in as an operator of a role with a hidden type, reload the panel and open a dialog with such a line — it is not in the feed. An operator of another role sees it.

How to comment on a ticket in Client Portal
Email view modes in conversations — two display modes for email dialogs
How to switch the email view mode — operator instruction
Configure timers
Configure hot keys
Configure styles and scripts