Managing Operator Profiles for Maximum Efficiency

No matter what subscription plan you have, you can create any number of departments in your account. Then, you can assign one or multiple operators to a particular department or you can even assign the same operator to multiple departments.

Structuring operators this way usually makes it easier for the customers. By selecting a department relevant to their question they can be sure the right support person will answer their chat.

This also proves to be efficient for the support agents. If they are responsible only for one of a group of departments, they can receive a more specific training and answer customer questions with greater quality rather than if they had to cover a wider area of subjects.

Having a real photo of the support agent in the chat room helps to add a personal touch. However, even if you don't want to have this much personalization, you can still use some generic pictures for the operator avatars.

For the avatars to look great in your live chat window, we recommend to use square pictures sized 96 x 96 pixels. This size will work best for the default sized messenger window.