VICIfast Support Team
VICIfast Support
The VICIfast support team. We run managed VICIdial full-time and write these guides from the operator's chair.
Posts by VICIfast Support
How to add a post-chat survey link for customers
How the Customer Chat Survey Link and Survey Text fields on a VICIdial chat group offer customers a survey after a chat ends.
How to brand the customer chat screen colors and logo
How the Customer Chat Screen Colors field on a VICIdial chat group sets the colors and logo your customers see during a chat.
How to add an inbound Chat Group in VICIdial
Add a new VICIdial Chat Group so agents can handle inbound website chats: enable the feature, fill the three required fields, submit.
How to add a new Remote Agent
Step-by-step: add a VICIdial Remote Agent, fill the fields correctly, and avoid the digits-only rejection that trips people up.
What Chat Group Rank, Grade, and Chat Count mean
The rank, grade, and chat count section at the bottom of a VICIdial chat group screen, and how each value shapes routing.
What the QC settings on an Email Group do
The QC fields on an email group turn on quality control review, choose which statuses get checked, and set the web form, script, and shift a QC agent uses.
What the Default List ID does for incoming emails
When an inbound email has no matching record, VICIdial creates a new one. The Default List ID is the list that new record lands in.
How to point an Email Account at the right Email Group
The In-Group ID field is the link between a mailbox and the queue that feeds your agents. Get it right and incoming email reaches the people staffing that group.
How agents receive and reply to emails in VICIdial
An inbound email behaves a lot like a call. Here is exactly what an agent sees, why the record locks, and how they close it out and get the next one.
How to connect a POP3 inbox to VICIdial
A step-by-step walkthrough for pointing VICIdial at a POP3 mailbox so incoming email lands in front of your agents like a call.
What the Email Frequency Check Rate does and why 10 minutes
The Frequency Check Rate sets how often VICIdial logs into your mailbox. Five minutes is the floor, but ten is safer, and with Gmail it is a hard requirement.
How to assign an Email Group to a campaign so agents can staff it
An email group does nothing until a campaign is allowed to use it. Here is how to add it under Allowed Inbound Groups so agents can log in and take email.