🧑🔧Profile settings
Last updated
Last updated
The status shows if a user is available for a conversation and, if not, provides a reason for their unavailability.
Upon logging in, the default user status is Busy - System.
Users must be in the Online status for dialogs to be automatically assigned to them.
There are the following Statuses and Substatuses in the system:
Online – a user is logged into the system and ready to handle dialogs.
Idle - an agent is idle with no assigned conversations.
Interacting - an agent is handling conversations. At least 1 conversation has been assigned.
The system automatically selects a substatus for the Online Status based on whether an agent has any assigned conversations.
Busy - a user is logged in, but not ready to handle dialogs.
System - (system) the substatus a user is automatically switched to upon login.
Not responding - (system) the substatus a user is automatically switched to if they do not answer (accept) a conversation within the Alerting Timeout.
Other substatuses are created by users (For more details - Substatus settings)
When switching to the Busy status, a user must select a substatus to indicate a reason, such as a break, lunch, etc. The system automatically switches to system substatuses when certain events occur, (e.g. if an agent does not accept a conversation, the system automatically switches substatus to Busy - Not Responding).
Offline - not in the system. The status is not available for selection. A user is automatically switched to this status when logging out.
You can use keyboard shortcuts for common operations.
The following shortcuts are available:
Open conversation
Toggle snooze dropdown
Go to Contacts Dashboard
Go to Settings
Resolve Conversation
Go to Conversation Dashboard
Go to Reports sidebar
In the Profile Settings, users can set a personal avatar, update their personal information, change their password, and copy the access key.
Profile image
Your full name
Display name - a name that will be displayed in an online chat, for example, Agent 1
Your email - an email address used to log in to NovaTalks
Site language
Time zone
Current password
New password
Confirm new password
Access token - a key that can be used when building an API integration
An option to log out of the system.
It is essential to log out of the system at the end of the workday to ensure accurate status statistics.
After logging out, an agent status automatically changes to Offline.
