Settings
Personal
Set up your profile
In this section, you will be able to edit your name, profile picture, designation, and contact number.
You can also change your password and email address, but don't forget to press the Save Changes button once you've made your changes.
Notification Preferences
Email notifications: Kommunicate will notify you (Human-Agent/Teammate) via email when you receive new messages in case you go Offline or Away for more than 5 minutes.
Browser notifications: Here you can set the notification volume and sound when you receive a new message on the dashboard.
If you are facing issues with desktop notification, kindly ensure that system notification permissions for the Browser are turned ON.
To turn ON Browser notifications, go to System Preferences → Notification and focus → Your Browser → Allow Notification.
Company
Teammates
Teammates refer to human agents, support personnel, or developers who are responsible for handling incoming queries, setting up the Kommunicate account, managing the dashboard, and other related tasks.
In the Teammates section, you can add or remove teammates and adjust their roles. Please note that administrative permissions are required to perform these actions.
Additionally, you can create distinct teams and allocate conversations to them. Each team can establish unique conversation rules tailored to their specific requirements.
Roles
Superadmin: The account owner who created the account. Superadmin has all the permissions.
Admin: Have all the permissions to manage the account, can’t delete super admin or change the role.
Agent: Basic permissions are provided to handle and reply to customer conversations smoothly.
Operator: Have limited access. They can respond to conversations assigned to them and update their profile but cannot view other conversations. However, if Notify Everybody is enabled in Conversation Rules, operators will be able to see all conversations.
Currently, we have four types of roles with different view and edit permissions.
| General settings | Super admin | Admin | Agent | Operator |
|---|---|---|---|---|
| Profile | EDIT | EDIT | EDIT | EDIT |
| Notification Preferences | EDIT | EDIT | EDIT | EDIT |
| General | EDIT | EDIT | EDIT | NO ACCESS |
| CSAT Ratings | EDIT | EDIT | EDIT | NO ACCESS |
| Fallback Emails | EDIT | EDIT | EDIT | NO ACCESS |
| Conversation Rules | EDIT | EDIT | EDIT | NO ACCESS |
| Waiting Queue | EDIT | EDIT | VIEW | NO ACCESS |
| Auto-resolve | EDIT | EDIT | EDIT | NO ACCESS |
| Chat Transcript | EDIT | EDIT | EDIT | NO ACCESS |
| Create Quick Replies | YES | YES | YES | NO ACCESS |
| Use Quick Replies | YES | YES | YES | YES |
| Pseudonym | EDIT | EDIT | VIEW | NO ACCESS |
| Chat Widget Customization | EDIT | EDIT | VIEW | NO ACCESS |
| Chat Widget Configuration | EDIT | EDIT | VIEW | NO ACCESS |
| Greeting Message | EDIT | EDIT | VIEW | NO ACCESS |
| Welcome Message | EDIT | EDIT | EDIT | NO ACCESS |
| Away Message | EDIT | EDIT | EDIT | NO ACCESS |
| Install | VIEW | VIEW | VIEW | NO ACCESS |
| Billing (Upgrade Plan) | YES | YES | VIEW | NO ACCESS |
| Billing (Buy New Plan - from Trial) | YES | YES | YES | NO ACCESS |
| Push Notifications | EDIT | EDIT | EDIT | NO ACCESS |
| Webhooks | EDIT | EDIT | EDIT | NO ACCESS |
| Download (Agent App) | VIEW | VIEW | VIEW | NO ACCESS |
| Dashboard | VIEW | VIEW | VIEW | VIEW |
| Reports | VIEW | VIEW | VIEW | NO ACCESS |
| Users | EDIT | EDIT | EDIT | NO ACCESS |
| Bot Integrations | EDIT | EDIT | EDIT | NO ACCESS |
| Integrations | EDIT | EDIT | VIEW | NO ACCESS |
| Helpcenter | EDIT | EDIT | EDIT | NO ACCESS |
| Team settings | Super admin | Admin | Agent | Operator |
|---|---|---|---|---|
| Teammates | EDIT | EDIT | VIEW | NO ACCESS |
| Delete Super Admin | NO ACCESS | NO ACCESS | NO ACCESS | NO ACCESS |
| Delete Admin | EDIT | EDIT | NO ACCESS | NO ACCESS |
| Change Role | EDIT | EDIT (Can only change Agent & Operator) | EDIT (Can only change Operator) | NO ACCESS |
| Delete Agent | EDIT | EDIT | NO ACCESS | NO ACCESS |
| Change Agent Role | EDIT | EDIT | EDIT | NO ACCESS |
| Delete Operator | EDIT | EDIT | EDIT | NO ACCESS |
| Change Operator Role | EDIT | EDIT | EDIT | NO ACCESS |
| Create Team | EDIT | EDIT | NO ACCESS | NO ACCESS |
| Edit Team | EDIT | EDIT | EDIT | NO ACCESS |
| Delete Team | EDIT | EDIT | EDIT | NO ACCESS |
Even though Banner says that agents don’t have access, the agents still have partial access.
Agents do not have access to send invites but they have the option to delete the invites.
Agents do not have access to create a Team but they have access to edit and delete Teams
An agent can upgrade an operator to the admin role
| Team settings | Super admin | Admin | Agent | Operator |
|---|---|---|---|---|
| All Tab | EDIT | EDIT | VIEW | PARTIAL Only accessible if notifty everybody is selected in Conversation Rules |
| Assigned & Resolved | YES | YES | YES | YES |
| Take over from bot | YES | YES | YES | YES |
| Assign Tags | YES | YES | YES | YES |
| Create Tags | YES | YES | YES | NO |
| Assign Conversation to others | YES | YES | YES | NO |
| Use Quick Replies | YES | YES | YES | YES |
| Block User | YES | YES | YES | YES |
CSAT rating
Customer Satisfaction (CSAT) ratings gauge the level of satisfaction customers have with your support. When enabled, CSAT ratings are displayed to users after you or your teammates resolve the conversation, allowing for feedback on the support experience.
Fallback Emails
Kommunicate sends fallback emails to your users and your Team Members if they miss any new messages.
Conversation
Rules
The rules section allows you to configure how conversations are assigned among your Teams, Teammates, and Chatbots. You can designate a default Team to handle all incoming conversations.
You can establish rules for each of the Teams you have created, ensuring conversations are assigned to Team members based on specified criteria.
For instance, conversations originating from the website can be directed to Team 1, while those from the mobile app can be directed to Team 2. By providing the teamId, conversations will be automatically assigned according to the predefined rules set for each Team.
Routing rules for bots
Enable this setting and select the chatbot from the drop-down to allow your bot to handle the incoming conversations
A few points to note when the conversations are assigned to a bot:
If the bot is not able to answer:
The conversation will be assigned to the default human agent if ‘Notify everybody’ is selected in the agent routing rules.
The conversation will be assigned to the human agent present in the conversation for the ‘Automatic assignment’.
Routing rules for Human agents
Here you can select the suitable setting so conversations will be assigned to human agents based on this rule.
Allow reassignment of conversation
The conversations with pending replies will be reassigned to available agents if the current assignee goes away for more than the specified time.
Assign conversations based on channels
This feature enables the specification of a bot for each social media channel, allowing for tailored interactions and responses across different platforms.
Reply rules for unassigned bots
Allow other bots to reply even after the conversation is assigned to a specific bot or agent
Auto-resolve
Auto resolve functionality assists in clearing conversations from your queue, thereby allowing for more efficient management of your workload. Additionally, resolving conversations automatically from the agent end can lead to an increase in collected CSAT ratings.
Select an auto-resolve rule for your conversation
Do not auto-resolve any conversation
Auto-resolve only those conversations that are assigned to the bot
Auto-resolve only those conversations that are assigned to human
Auto-resolve all conversations
Chat Transcript
You have the option to receive all chat transcripts directly to your company email. Additionally, when a conversation is resolved, you can choose to send the transcript to the end-users, who will receive it via email.
Please note that transcripts will be automatically sent after resolving a conversation. Alternatively, you can also manually send them from the User's Details section by selecting "Send transcript to the user."
Quick Replies
Quick replies are pre-defined messages, also known as saved messages or canned responses, that can be reused when responding to repetitive queries from users. Utilizing quick replies helps save time for support agents and reduces response time.
When responding to customer queries, you can trigger the list of Quick Replies by typing /(backslash) in the typing area. You can then use the Shortcut name to quickly select a specific Quick Reply. Simply press enter, and the full message will be populated in the typing area, allowing you to edit, customize, and send it as needed.
Pseudonyms
Pseudonyms can be activated for anonymous users, where they are assigned aquatic animal names, such as "Poised Salmon." If Pseudonyms are not enabled, a system-generated ID will be displayed as the user's name instead of the Pseudonym.
Chat Widget
Customization
Customization option allows you to customize the chat widget to align with your website or app theme. You can adjust various aspects such as color, chat widget icon, position, and notification sound. Additionally, you have the option to disable the Kommunicate branding for seamless integration with your platform.
Configuration
Specific configurations of the chat widget can be changed from this section.
Secure your chat widget: Change the conversion history and retention time from here.
Time delay in bot replies: Add time delay whenever chatbot responds to users for a more human-like user experience.
Single thread conversations in chat widget: Choose between allowing only a single conversation thread for one user OR multiple threads from one user.
Disable your chat widget: Temporarily hide the chat widget from your website without removing the code from your website.
Add domain restriction list: If you want to allow only a few domains to initiate a chat, you can add those domain URLs here.
Add text-to-speech in the chat widget: If you enable the text to speech bot will read out the messages that are added to the chatbot.
Add speech-to-text in the chat widget: Users can use the mic option to send their queries in the chat.
Hide attachment option in the chat: You can disable the attachment option if you do not want the user to send files in the chat.
Greeting Message
Greeting Messages can enhance engagement on your website by displaying small notifications while users are browsing. You have the flexibility to set a delay time and choose a notification sound, allowing for a personalized interaction with your visitors.
Welcome Message
You can configure Welcome messages to greet your users when they initiate a chat. By checking the "Collect email ID from anonymous users" box, you can prompt users to provide their email IDs directly within the chat interface.
Away Message/Office hours
Away messages are useful when your entire team is offline or set to Away mode. You can configure these messages differently for known and anonymous users, ensuring a tailored response based on their status.
Note: If you are using a chatbot to reply to customer queries, you can skip the Welcome and Away messages by disabling the Show Welcome/Away message to users button.
Install
Here, you will find the chat widget installation script for your website, along with documentation for mobile platforms including Android, iOS, Ionic, ReactNative, and Flutter.
Billing
In this section, you can access the Kommunicate subscription plan and billing details. You have the option to upgrade or downgrade the plan, download invoices (using the billing email ID), and update the card details associated with billing.
Developers
Push notifications:
If you are integrating Kommunicate into your mobile apps, then you can use this section to set up the push notifications. Once you set up the notifications then your app users will be able to receive the chat notifications when the chatbot/agent replies to the end-user queries.
Webhooks:
Here you can add your server URL to notify you of unread incoming messages, and undelivered messages and you can get a copy of the all-new messages at your end by specifying the server URL.
Also, you can add the extra authentication layer to your application, so you can authenticate the API calls that are going from Kommunicate to your server.
Security
If you want to authenticate the end-user from your end, you can add the API URL here to do that.
Download
Agent App
Your support agents can download the agent apps here. With the agent app, support agents can conveniently respond to user queries via their mobile phones, enabling them to stay connected and address support issues even when away from their computers.