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.
Company
Teammates
Teammates are Human agents/Support persons/Developers who can handle incoming queries, set up the Kommunicate account, or manage the dashboard, etc.
You can add and remove Teammates and edit their roles in the Teammates section. Note that you need to have admin-level permissions to add/edit Teammates.
You can create different Teams and assign the conversations to them and each Team can set the different conversation RULES to their Team.
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 required to handle and reply to customer conversations smoothly.
Operator: Have limited access, can respond to conversations assigned to them, and update their profile, and won’t be able to see other's 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 measure how satisfied the customer has been with your support. If enabled, CSAT ratings will be shown to the user after you or your Teammates resolve the conversation.
Fallback emails
Kommunicate sends fallback emails to your users and your Team Members if they miss any new messages.
Conversation
RULES
Rules section will help you set up the rule to assign the conversation among your Teams, Teammates, and Chatbots. You can set the default Team to handle all the incoming conversations.
You can set up the rules for each Team you created and conversations will get assigned to the Team member according to the specified rule.
If you want to assign the conversation to a specific Team as per some conditions (for example, conversations that are coming from the website will get assigned to Team 1, and conversations from the mobile app will get assigned to Team 2). You can assign the conversation to a specific Team by passing the teamId, conversation assignment will be based on your assigned Team rules.
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
Conversations, with pending replies, will be reassigned to available agents if the current assignee goes away for more than the specified time.
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 helps you to clear the conversations from your bin and also you can collect more CSAT ratings when more conversations are resolved from the agent end.
You can select an auto-resolve rule for your conversation.
Select an auto-resolve rule for your conversation
Do not auto-resolve any conversation
Auto-resolve only those conversations which are assigned to the bot
Auto-resolve only those conversations which are assigned to human
Auto-resolve all conversations
Chat Transcript
You can get all the chat transcripts delivered to the company email. Also, you can send the transcript to your end-users when the conversation is resolved, the transcript will be sent to the user’s email.
Note that the transcripts will be sent after resolving a conversation automatically, or you can send them without resolving as well, manually from the User's details section.
Quick Replies
Quick replies are Saved messages/Canned messages. These saved messages can be re-used when the repetitive query is asked by the user. This will save the support agents time and reduce the response time.
Using Quick Replies:
Whenever you answer customer queries, you can trigger the list of Quick Replies by typing /(backslash) in the typing area. You can use the Shortcut name to pinpoint a particular QuickReply. Just press enter and the full message will be filled in the typing area, which you can edit, customize, and send.
Pseudonyms
Pseudonyms can be enabled for anonymous users, Pseudonyms for anonymous users are based on aquatic animal names. For example, Poised Salmon. If the Pseudonyms are not enabled then there will be a system-generated id displayed as a name of the user instead of the Pseudonyms.
Chat Widget
Customization
This setting will help you to customize the chat widget to match your website/app theme. You can change the color, chat widget icon, chat widget position, and notification sound from here. Also, you can disable the Kommunicate branding.
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 improve your website's engagement by popping up a small notification while users are browsing your site. You can add a delay time and also a notification sound.
Welcome Message
You can configure Welcome messages to welcome your users. Check the Collect email ID from the anonymous user's box to ask for email IDs in the chat itself.
Away Message/Office hours
Away messages come in handy when your whole Team is offline or in Away mode. In that case, you can configure Away messages. You can configure Away messages for known and anonymous users separately.
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 the website, and documentation for mobile platforms such as Android, iOS, Ionic, ReactNative, Flutter.
Billing
You will find the Kommunicate subscription plan and billing details here. You can upgrade/downgrade the plan, you will be able to download the invoice (use the billing email id to download the invoice). Also, you can change the card detail that is attached to the 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, 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. Using agent app, support agents can reply to user queries via mobile phones, this will help them in checking the support queries even though they are not able to access the computers.