Purpose
This feature enables the retrieval of end-user location information when initiating a call or chat. It allows service providers to enhance the user experience with location-based services, delivering more accurate, location-based solutions. During a call or chat, location information is transmitted with the user’s permission to equip the agent with comprehensive support capabilities.
Features
Call and Chat Permissions: The “Retrieve End-User Location” option has been added under call and chat permissions on the new Click2Connect page.
Default Setting: The feature is off by default but can be activated at the client’s request.
Location Permission: When the end user clicks on the call or chat icon, the browser prompts for location permission. If granted, the location is stored in a variable.
VPN and Accuracy Limitations: Location accuracy may be affected by VPN use or standard API limitations, which means it’s not always 100% reliable.
Benefits
Location-Based Services: Location data enables more effective and relevant services based on the user’s actual location.
Seamless Experience: Location permission is acquired without interrupting the call or chat flow, ensuring a smooth user experience.
Easy Access and Visualization: Location data can be easily viewed by the agent through the scripter or in custom fields and can be displayed on Google Maps if necessary.
Compatibility: The feature operates through browser permissions, offering a secure experience that works well with modern browsers.
Usage
Activating the Feature
Go to Call and Chat Permissions and activate the “Allow Client Geolocation” option.
The page where the setting is located on the call side:
The page where the setting is located on the chat side:
Obtaining Location Permission
When the user clicks on the call or chat icon on a page containing the Click2Connect widget, the browser displays a location permission prompt.
If the user denies location access, location data will not be stored.
If the user ignores or does not engage with the prompt, location data will not be saved.
If the user grants location access, the coordinates and a URL will be stored in variables "client_geolocation_coordinates" and "client_geolocation_url." The timing of permission is crucial for the data to appear during the session.
Using the Location Information:
During calls and chats, inform users about location information and permissions. Also, explain the importance of granting location access in the announcement step to guide end-users.
For Calls:
If the end-user grants location access before the agent connection (before the scripter is active), the location information is visible within the scripter. Location data is stored in custom fields on quality control, supervisor, and reporting screens.
If location permission is denied or not granted before the agent connection, location data will not be displayed within the scripter.
If the agent advises the end-user to grant location permission during the call, the data will be saved in the variable. When the scripter refreshes during an active call, the agent can view the updated location.
For Chats:
If the end-user grants location access before the agent connection (before custom fields are displayed), the location information is shown within the scripter. The information is stored in custom fields on quality control, supervisor, and reporting screens.
If location permission is denied or not granted before the agent connection, location data cannot be displayed in custom fields.
If the agent advises the end-user to grant location permission during the chat, the data will be saved but not reflected in the agent’s screen directly.
Call Flow
Enable location settings.
Navigate to System Administrator > Call > Scripter to define the relevant location variables and create a scripter layout.
Apply the scripter layout to the appropriate call queue under System Administrator > Queues.
When the end-user clicks on the call icon, the browser prompts for location permission.
If location permission is granted, the coordinates and URL will be displayed in the scripter.
Location data is stored in custom fields on quality control, supervisor, and reporting screens.
Chat Flow
Enable location settings.
Go to System Administrator > Click2Connect > Chat and define the relevant location variables in custom fields.
When the end-user clicks on the chat icon, the browser displays a location permission prompt.
The agent view is as follows
We wish your operation benefits from this new release and look forward to hearing your feedback!