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Support Suite Plugins Overview
Navigation path: Plugins In Plugins, core features can be activated/deactivated. For the TeamViewer Engage Support Suite, three Plugins are available: Web Chat Co-Browsing plugin Audio / Video / Screen Share New Plugins can be created through clicking + New Plugin. Continue reading here Plugins - 02 Webchat
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Action Rules
Navigation path: Rules > Action Rules Summary Purpose Action Rules allow you to manage the visibility of your WebChat and allow you to initiate a conversation with a visitor at the right time. Functionalities / need to know An Action Rule consists of one or more rules. There are two types of Action Rules: WebChat and…
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General
Navigation path: Settings > General Tab: Tenant Settings Name This is your tenants name - this is supposed to be your company name. Picture Here you can upload your company logo, please use a square image. Banner Upload a banner picture. 📌Note: Banner pictures must have a minimum width of 130px. Default language The…
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Dashboards
Navigation path: Dashboards TeamViewer Engage provides you with various statistics which are rehashed in different dashboard views. You find the Dashboard in the main menu on the left. Customize your Dashboard Create a new Dashboard You can customize current Dashboards just as you like. If needed, you can simply add a new…
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Getting Started: Support Suite (Admin)
Welcome to the Engage Sales Suite. In the following articles, you will learn how to best use Engage to arrange, manage and conduct online meetings ("eMeetings").
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Webchat
Navigation path: Plugins > Webchat After creating a new webchat plugin or editing the existing one, you find yourself on following view: Tab: Customize Chat Use our visualized editor to add a chat title, welcome description, chat buttons and the input field hint. Chat buttons can trigger Flows. Style Change the chat's…
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Routing Rules
Navigation path: Rules > Routing Rules Summary Purpose Routing Rules allow you to assign incoming messages to the right team member or team. Make sure that specific questions are answered by a team member with the right skillset. Functionalities / need to know Routing Rules can be created for WebChat or Calling. A Routing…
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System Messages
Navigation path: Settings > System Messages Overview Default Language This language is used as default language for your messanger or webchat. You can add languages by clickig + Add Language. Messages The list in the middle of the page shows all System Messages and their corresponding text. You can filter the list by…
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Recordings
Navigation path: Recordings Purpose In Recordings you can find an overview of all recorded eMeetings and Co-Browsing sessions. eMeetings In the tab "Calls", you can find all recorded eMeetings: Further, you can download eMeeting here as .mp4 files. Co-Browsing In the tab "Sessions", you can find all recorded Co-Browsing…
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Co-Browsing
Navigation path: Plugins When adding or editing your Co-Browsing module, the following can be configured: Tab: General Recordings Choose whether you want to save or not save recordings of your Co-Browsing sessions. Some countries require companies (esp. banks) to have every customer interaction documented for audit…