How does Brosix Live Chat/Web Guest feature work?

How, exactly, does Live chat/Web Guest feature work?

Most of the configuration is performed automatically when you enable the “Web Guest” feature. You only need to do this:

  1. Assign operators who will chat with web guests.
  2. Integrate the script into your web site.

How it works?

Each of your website visitors is assigned to a special Brosix account – we call them “channels”. These are special accounts that do not calculate in your user licenses. This way you will have chat conversations recorded and you can review them later.

All guest accounts (channels) are members of a group “Web Guests”, so they are conveniently shown in operators contact lists inside this group. There is also another special group for your operators – “Web Guest Operators”. Only members of this group can chat with web guests.

When a visitor goes to your web site, one of the web guest accounts (channels) is selected and assigned to this visitor. This is an automatic selection and assignment.

If there are two visitors that want to chat with you, they will be assigned to separate web guest accounts (channels). This is an automatic selection and assignment.

If your staff is away or busy, Web guests will not be notified about this. They will wait for a staff member to contact them.

Assign operators who will chat with web guests

Let’s assume you have total 20 users and 5 of them are from your “Help desk” department. You want only your help desk users to be able to communicate with the web site visitors.

  1. “Web Guest Operators” group – Brosix groups are an excellent way to control user contact lists and this way define which user to which other can communicate. Go to the Web Control Panel – Users – Groups tab and find the group “Web Guest Operators” (you can choose a different name).
  2. Assign your help desk to the “Web Guest Operators” group – Go to the “Members” tab for the “Web Guest Operators” group. Add all members of your help desk team. This will allow your help desk staff communicate with the web visitors.

This configuration will automatically do this:

  • All Web guest channels will be listed in a “Web Guest” group in your user applications.
  • All your help desk users will be listed in a “Web Guest Operators” group in your user applications.
  • Your help desk staff will be able to communicate with Web guests.
  • Your help desk staff will be able to communicate to each other.

Integrate the script into your web site

Then you can integrate the web chat into your web site and start using it. Here are instructions how to integrate the Web Guest into your web site.
https://help.brosix.com/brosix-web-guests/
More tutorials:
Step-by-Step Guide to Brosix Live Chat tutorial
How to integrate the Brosix live chat/web guest into my webpage?

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