Create operator groups and manage chats with your customers and website visitors accordingly. You can assign a keyword and URL to specific operator groups and, based on them, route chats to a particular group.
For example, if you've assigned the URL https://www.proprofs.com/chat/pricing/ to an operator group called 'Sales', chats initiated by your website visitor on that URL are routed to the 'Sales' group. All operators in this group receive the chat invite depending on whoever is free.
Benefits of creating operator groups:
In this article, you’ll learn:
The screenshot below gives step-by-step instructions for creating an operator group.
1. From your ProProfs Chat dashboard, go to the Operators section.
2. Go to the Groups section.
3. Click +Create Group.
4. Enable or disable this particular group.
5. To customize this group, begin by entering the group name; for example, 'Sales'.
6. To route customer chat invites to the 'Sales' group, you can choose one of the following three options:
7. Click Manage Operators to add and remove your chat operators in the 'Sales' group.
8. When you're done customizing the operator group, click Save.
Managing an operator group is as easy as creating one. Just click on a group to expand it and you can edit it there.
Step 1. To create a pre-chat form for a group, go to Settings >> Pre Chat.
Step 2. The screenshot below explains how you can create group-specific pre-chat forms.
1. All the groups you create become available in the Group dropdown list. Select a group to create a pre-chat form for that particular group. For example, ‘Sales’.
2. Enabling the pre-chat form lets you request specific information from your website visitor before initiating the chat. Disabling this option removes the pre-chat form and allows them to start the conversation directly.
3. Customize the header text of the pre-chat form. You can see the live preview of the form on the right side.
4. Feel free to customize the screen message (greeting).
5. Customize the Submit button text.
6. Add fields in the pre-chat form. You can add the following question types - text, radio, checkbox, dropdown list, and your company’s privacy policy. If you want, you can make the question mandatory for visitors by enabling the Required option and also customize the validation message if you want.
7. Customize and switch the order of the fields. Email and Name are the default fields that you can customize but can’t delete.
8. Click Save to finish creating the pre-chat form for an operator group.