Terms and Concepts

This page explains the basic terms and concepts used in the Rox.Chat service and documentation.

• Administrator

  A responsible employee who can perform both agent functions and some additional functions: register new agents in the system, view statistics, etc. There can be many administrators in the system, but at least one is required.

• Button

  An agent call button is a small block on your website pages that invites visitors to communicate with agents.

• Agent

  An employee of your organization, an online consultant who helps visitors of your site and answers their questions. You can register as many agents as you like.

• Department

  A team of agents united to handle requests of a certain kind - for example, for one of the groups of products or services being sold. A department can have a number of personalized settings in the system, its own button to call agents only from this department, some location. The Rox.Chat service can be configured so that agents from different departments are called from different pages of the site, and it is possible to offer the visitor to choose a department at the moment of contact.

  Departments are configured on the Departments page of the Control Panel.

• Control Panel

  The administrative interface of the system in the form of a section on the https://login.rox.chat website used by agents, supervisors, and administrators to manage and configure the Rox.Chat service.

• Visitor

  Your potential client browsing through the pages of your website that have a Rox.Chat installed.

• Invitation.

  An active invitation is displayed in the visitor's browser by the agent or by the Rox.Chat service automatically, inviting the visitor to enter into a dialog with an agent. The invitation is a block displayed on top of the page content. It contains a welcome text and a field to enter a message.

• Location

  A set of agent request parameters, settings, and button code. By default, the Rox.Chat service contains one set of these parameters, global for your site. That is, the same agent call button is placed on all pages. If you want to customize multiple buttons to call agents from different departments, multiple locations are created on the Locations page.

• Workspace

  The main page of the administrative interface, which displays chats, visitor queues, and information about them.

• Supervisor

  The status of an employee of your organization who can not only perform the duties of an agent, but also manage other agents in the department of which he or she is a supervisor. A supervisor can be assigned to an entire department or to specific agents who become supervised. The supervisor can view his agents' dialogs in real time, switch dialogs to other employees. He has access to his department's dialog history. However, the supervisor does not have all the capabilities of an administrator.

• Account config

  System settings available for editing in the table editor via a special URL and a separate login and password. Normal agents, supervisors, and administrators do not have access to it. The account config settings cover a wide range of aspects of the service operation, allow you to enable and disable various functions and edit their operation parameters. If you do not have access to account config, you can ask Rox.Chat technical support to edit the necessary settings.