Manage staff accounts, roles, and department access
| Staff member | Role | Department | Status | Last seen |
|---|
In production this list comes from your Microsoft 365 directory via SSO. Adding here triggers an Azure AD invite. Deactivating a user blocks sign-in but preserves all their stats and chat history.
Departments your team handles. Visitors pick one in the pre-chat form; agents are scoped to the departments they belong to.
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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.
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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.
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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.
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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.
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Drop these three lines into any page on your site — just before the closing </body> tag.
<link rel="stylesheet" href="https://chat.connectedsolutionsgroup.com/widget.css"> <script src="https://chat.connectedsolutionsgroup.com/socket.io/socket.io.js"></script> <script src="https://chat.connectedsolutionsgroup.com/widget.js" data-endpoint="https://chat.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.
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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.
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.