General

Here you can configure your Livechat through the items below :

• Capacity: this section allows you to define the maximum number of dialogs that an operator can handle simultaneously. If you want to use the queue, you can also define a number of additional users per operator to set how many users can enter the queue.

• Timeouts: here you can manage the timeout period of the Livechat (in minutes) when the user is inactive. If the operator is inactive, the dialog can be transferred automatically to another operator.

An option is available to enable or disable the display of an automatic operator transfer notification to the end user.

• Dashboard options: in this section, you can grant various authorizations to the operator (printing out of the dialog, sending it per email, marking a dialog as "important", etc.).

• Optional operator statuses: this section allows you to define the different statuses that the operator can display.

• Operator survey: this section allows you to show or not the operator survey at the end of the dialog.

• User survey: this section allows you to send a survey to the user.

• Various: this section allows you to configure various features like the transfer of dialogs, etc.

• Opening hours :

You can choose here the Livechat opening hours depending on days of the week. These hours can be defined by competency.

Dialogs are automatically assigned to operators based on their availability. If an operator ends his service at 6 pm and is still in dialog after 6 pm, he will not get new dialogs.

In global sentences, it is possible to configure a specific sentence in case the user tries to start a Livechat dialog but there is no operator available. In particular, you can tell him that he is trying to get in touch with you outside opening hours.

Example:

• User Information card

This section presents information that the operator can obtain and see displayed as information about the user during a dialog.