Settings

Customization center for platform settings and operational parameters.

Feature Overview

• Configure timeout thresholds and maximum chat assignments

• Define agent capabilities for concurrent chats and specializations

• Set rules for automatic conversation distribution

• Customize satisfaction surveys and success indicators

• Create and manage predefined message templates

Name	Description
Max. chats per Agent	Global setting of the maximum number of chat sessions that each agent can handle simultaneously.
Maximum Transfers per Agent	Description: Global setting of the maximum number of transferred chat sessions that each agent can handle simultaneously.
Dynamic Assignment	When checked, pending chats are automatically assigned to available agents.
Satisfaction survey	When checked, every closed chat receives a 3 step satisfaction survey (Ok vs Ko, NPS and User comment)
Archive Time	Defines the time of the day when the chats ara archived.
Inactivity Warning time	Set the time threshold (in minutes) before sending the first inactivity reminder to customers. By default, three messages are sent automatically for inactivity before the session is closed.
Inactivity Warning Message	Specifies the message that will be sent to the user when sending an inactivity warning
Inactivity Close message	Specifies the message that will be sent to the user when sending a close chat warning by inactivity.
Agent-to-Agent transfer	When enabled, agents are able to transfer chats to other agents, not just to a supervisor.
System Language	Defines the locale captions for the Agent Console

Set Quick Responses

Set Quick Responses to provide a library of pre-written templates that agents can instantly use during customer conversations.

Once some Quick Responses are defined in the Quick Responses section, they will appear in every agent chat menu to browse and search, and when clicked, the whole response will be pasted into the chat box, ready to send.