Online admin

The script the online admin follows in a chat, the fields it writes down and the languages of both.

• Conversation field valuesEach conversation keeps a value per field. The online admin, a person, the assistant or a program can set it, a value set by a person is not overwritten by the online admin, and Messages counts and filters conversations by values.
• Conversation fields ("What we write down")A conversation field is a thing the business wants to keep from a chat, such as the service a client asked about. A field has a kind, a label in every service language and, for choice kinds, options that reach the client as buttons.
• Conversation script (chat steps)The script says what the online admin asks a client, in what order, which field each answer is written into, and which rules it keeps. A step with a choice field sends the field's options as channel buttons.
• How the online admin leads a conversation by the scriptAt each reply the online admin reads the script of the place the conversation belongs to, asks the steps in order, offers the options as buttons, writes answers into fields and keeps the rules, including handing over to a person.
• Languages and translations of script textsField labels, option labels and the questions of steps are written in the first service language and can be translated into the others. The online admin uses a current translation word for word and translates the rest itself.
• Online admin script of a branchA branch either follows the script of the whole business or has its own steps and rules. The script that applies to a conversation is chosen by the branch of the channel the client wrote to.
• Removing and restoring a fieldA field is never deleted. Removing it stops anyone from filling it in and hides it from Messages, and bringing it back returns the field together with everything already written in it.

Tool reference of this section

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