Manage staff accounts, roles, and department access
| Staff member | Role | Department | Apple ID | Google Email | Mobile push | Status | Last seen | Actions |
|---|
Send invite creates the staff account and emails sign-in instructions. Users sign in with their existing Microsoft work account; this does not create a Microsoft directory account.
Choose Hidden to remove a field, Optional to show it without requiring an answer, or Required to make visitors complete it before starting a chat.
Automated Support skips the contact form. Its choices above apply when Chat Flow is disabled. Sales still requires a question. Leave a Message collects optional Name, Email and Company plus a required phone number later. Without an email, we cannot send an email follow-up or CSAT survey.
Departments your team handles. Visitors pick one in the pre-chat form; agents are scoped to the departments they belong to.
Loading…
Note: Sales and Support are the currently active routes in the chat system. Adding more here records them but doesn't yet wire them into routing — that's a follow-up.
When a rule has Also message the visitor turned on, this text is posted into the visitor's chat the first time that rule escalates — so they know someone's coming. It appears as a normal agent message in their window (tagged AUTO for staff) and is sent once per rule, per chat. Edit the wording here; enable it per-rule below.
Saved Slack incoming-webhook URLs that any escalation rule can target. Setting them up here means swapping a webhook URL only happens in one place. To create one: in your Slack workspace, Apps → Incoming Webhooks → Add to channel, pick the channel, copy the URL.
Loading…
Saved Telegram bot destinations that any escalation rule can target. Each needs a bot token and a chat ID. To set one up: message @BotFather → /newbot → copy the token; add the bot to your target group; send any message in that group; then paste the token below and click Find chat ID.
Loading…
Notify supervisors, admins, a Slack channel, or an email when a chat goes unanswered. Cascading is achieved by creating multiple rules (e.g. 2-min unclaimed → supervisors; 5-min unanswered → admins + Slack). Disabled by default until you wire targets.
Loading…
Email delivery requires SMTP_* env vars on the server (Resend, Mailgun, etc.). The Test fire button on each rule lets you pick which channels to actually deliver — useful for verifying Slack without spamming everyone's phones.
Every notable event in the system — newest first, up to the last 100.
Loading…
A small invitation above the closed chat button. Shown once per visit (one browser tab on one website), including across page navigation. Opening chat also counts as a visit interaction. No chat or notification is created by the invitation.
Loading…
Help stop bots before they create chats or notify agents. reCAPTCHA v3 checks visitors in the background without puzzles.
Loading…
Show Sales and Support so visitors can choose a team, or hide both choices and send new chats to the default department.
When choices are visible, this team is selected initially. When hidden, every new chat goes to this team. Staff access and existing conversations stay the same; make sure the intended staff can handle the selected department.
Drop these three lines into any page on your site — just before the closing </body> tag.
<link rel="stylesheet" href="https://chat-dev.connectedsolutionsgroup.com/widget.css"> <script src="https://chat-dev.connectedsolutionsgroup.com/socket.io/socket.io.js"></script> <script src="https://chat-dev.connectedsolutionsgroup.com/widget.js" data-endpoint="https://chat-dev.connectedsolutionsgroup.com"></script>
Looking for the pre-chat prompt or the new-chat auto-greeting? They live under Auto-responses.
Pre-written replies agents can paste into a chat with one click. The title is what shows in the dropdown; the response is what gets appended to the agent's reply input.
Loading…
The headline shown in the visitor's chat window before they start a conversation. Keep it short and welcoming.
When enabled, the widget recognises visitors who have chatted before (via a token saved in their browser) and skips asking for name/email/company. It greets them by first name instead.
When a chat is closed, ask the visitor to rate their experience 1–5. Ratings feed the reporting dashboard and the agent leaderboard.
After a human reply and a natural pause, visitors see a one-tap 1–5 survey and can optionally add a comment. Each chat is prompted at most once.
If the chat has received a human reply and no survey was already shown, End chat offers the same anonymous survey with a Skip option.
Sent to the visitor when an agent clicks Release to put the chat back into the inbox for another agent.
Sent automatically the moment a visitor starts a chat — before a human picks it up. Looks like a normal agent reply in the visitor's window; tagged AUTO in the agent dashboard so staff know it wasn't a person.