Q: Hi there—I just picked up tier 3 but am interested in higher tiers.
I'm not sure if this question will reach you in time before the cutoff, but it will still be helpful down the line. I searched against your site's FAQ, the Q&A here, toggling through the reviews and the roadmap, and watching a few of the YT videos, I couldn't find an answer to my questions:
1. Multiple Device Login:
- Can users be logged into multiple devices simultaneously?
- If logged into three devices, does this count as 3 out of 10 agents, or would the system log the user out for being idle?
2. Call and Chat Transfers:
- Is it possible to transfer a video or voice call from one device to another, for example, from mobile to computer?
- Can chat/video/voice calls be transferred to another agent?
3. Round-Robin Feature:
- Can the ClickNTalk page be set up to represent the on-call team so that it alerts all agents simultaneously, instead of requiring the customer to choose one out of the ten available agents?
4. Auto-Accept (Question duplicated, merged into one):
- Is there a feature for automatically accepting any inbound video or voice calls so that the agents assigned to the site can address the incoming request if someone is available? Or, if one agent is assigned, can it be routed to a backup agent?
5. Chat History for Website Visitors:
- Observed the ability for website visitors to leave a voice message or upload a document under 10 MB in the chat feature is available, which is nice btw, would the chat history be accessible to them if they return to the page, either on mobile or desktop the following day or week?
Thank you again for taking the time to answer my questions. I'm sure many of them could be answered once I create an account and navigate the platform, but I'm trying to conceptually have a framework before jumping in and congrats on the campaign.
Ilan_Consolto
May 15, 2024A: Hey,
Thank you for the opportunity to answer these:
1. Multiple Device Login:
- Can users be logged into multiple devices simultaneously?
==> Yes.
- If logged into three devices, does this count as 3 out of 10 agents, or would the system log the user out for being idle?
==> No, every user gets their own login credentials and are isolated from other agents. T3 = 10 login credentials.
2. Call and Chat Transfers:
- Is it possible to transfer a video or voice call from one device to another, for example, from mobile to computer?
==> You can send a link and join from whatever device.
- Can chat/video/voice calls be transferred to another agent?
==> Yes, invite with link. (full call-routing later down the road).
3. Round-Robin Feature:
- Can the ClickNTalk page be set up to represent the on-call team so that it alerts all agents simultaneously, instead of requiring the customer to choose one out of the ten available agents?
==> All agents can be alerted when customers land on site, yes. However, calls and chats go to one specific agent.
4. Auto-Accept (Question duplicated, merged into one):
- Is there a feature for automatically accepting any inbound video or voice calls so that the agents assigned to the site can address the incoming request if someone is available? Or, if one agent is assigned, can it be routed to a backup agent?
==> No, we don't have auto-accept feature.
5. Chat History for Website Visitors:
- Observed the ability for website visitors to leave a voice message or upload a document under 10 MB in the chat feature is available, which is nice btw, would the chat history be accessible to them if they return to the page, either on mobile or desktop the following day or week?
==> Yes, you can set chat-history to forever OR 30 minutes. Your decision.
To your success,
Ilan