Operators | ParsChat Docs

Operators are the people on your team who answer the conversations the robot hands over. They are managed per robot: open the robot and go to Team. The Members tab lists them. The other two tabs, Chat distribution and Working hours, are described in Chat distribution and Working hours.

The list shows every member of the robot with their Name, Role and Email. Each row has three actions: Report, edit and delete. Above the list you can search for an operator, click Add operator, or open Deleted operators.

Roles

Role	Who	What they can do
Main manager	The account that created the robot	Everything. The main manager cannot be deleted and their role cannot be changed.
Manager	Your supervisors	Everything on this robot: training, services, settings, all conversations, all reports, and managing operators.
Operator	Your support staff	Answer conversations. What else they see is set by their permissions. They can open only their own performance report.

To change a member’s role, use the dropdown in the Role column, or open their edit page.

Changing a role resets the member’s permissions to that role’s defaults. Check them again after the change.

Add an operator

Click Add operator (on Team → Members) and fill in the form.

Operator first name and Operator last name.
Phone number (with the +98 country code) and Email address. The phone number is what the operator signs in with.
A profile photo (optional): PNG or JPEG, at most 1 MB.
The role: Manager or Operator.
The access level (permissions), for Operators only. See Permissions.

Click Save. The new member appears in the list at once.

How the operator signs in. If the phone number has no ParsChat account yet, one is created for it. The operator opens the panel, enters the phone number and signs in with the one-time code sent by SMS; there is no password to set. ParsChat does not send an invitation message, so tell the person yourself that they have been added.

Someone who is already a member of this robot cannot be added a second time. Edit the existing entry instead.

Edit an operator

Click the edit icon in the operator’s row. You can change the name, the profile photo, the role and the permissions. The phone number and email address are fixed once the operator has been added.

Permissions

Permissions apply to Operators only; Managers always have all of them. Each permission is a checkbox under Select access level, with Select all to turn them all on.

Permission	Default	What it allows
View other operators’ conversations	On	See every conversation of the robot. Without it, an operator sees only the conversations not yet assigned to anyone and the ones assigned to them.
View online visitors	On	See who is on your site right now in the conversation list.
Edit messages	Off	Edit messages after they were sent.

For a team where each person owns their own conversations, turn off View other operators’ conversations. Each operator then works from a shorter list, and nobody picks up a conversation a colleague is already handling.

Delete and restore

Click the delete icon in the operator’s row and confirm. The person immediately loses access to this robot and its conversations; their account and their work on other robots are not affected.

Deleted members stay listed under Deleted operators, with the date they were removed. Click Restore to give them access again.

Performance report

Click Report in an operator’s row to see how they have been working. The main manager and the managers can open every member’s report; an operator sees only their own.

The header shows the operator’s Name, Email and Last activity. The period picker at the top right sets the range for the whole page:

Daily, Weekly (the default: the last 7 days) and Monthly, each with presets such as This month and 1 months ago. Months follow the Iranian calendar.
Custom: enter From and To dates, or pick them on the calendar. A range can cover at most one year.

Choose a preset and click Apply.

Activity chart and figures

The Activity chart shows, for each day of the period, how many conversations the operator answered and how many messages they sent. Under it are the figures for the period:

Figure	Meaning
Answered	Conversations the operator answered.
Closed	Conversations the operator closed.
Unanswered	Conversations assigned to the operator that were left without an answer.
Referred	Conversations the operator referred to another operator.
Response time	Average time from a visitor’s message to the operator’s first reply.
Response rate	Answered conversations as a share of all conversations assigned to the operator.

Hover over the ⓘ next to each figure for the same explanation in the panel.

Message statistics and response time

Message statistics counts what the operator sent in the period: Messages, Files and Voices. The Response time chart shows how the first-reply time changed day by day.

The download button at the top of the page exports the report, and Back to operators list returns to the list.

Compare operators over the same Monthly range. A low Response rate with a high Unanswered count usually means the person has more conversations than they can handle, while a long Response time with a normal rate points to hours that nobody covers.

Handing conversations to operators

A conversation reaches an operator when the robot or the visitor asks for one, for example through a Q&A button set to Operator Attention. Conversations waiting for a person are listed under Operator Attention in the conversation list, and the share of conversations that needed a person is on the reports dashboard.

Under Config → Bot behavior you can set the Operator referral message: the text the visitor sees at the moment of the handover, so they know a person is on the way. Turn it on, write the text and click Save Info. Which operator receives the conversation is decided by Chat distribution.