General configuration

Here, you can configure your livechat through the options below:

Number of conversations per operator: This option sets the maximum number of conversations an operator can handle simultaneously.
Number of conversations that can enter the waiting queue per connected operator: If you wish to use the waiting queue, you can also set an additional number per operator to determine how many people can enter the queue.

Livechat timeout (in minutes): You can manage the livechat timeout after a certain period of user inactivity.
Reminder before timeout is reached (in seconds): To warn the operator that the timeout will soon be reached.
Time before sending the reminder message (in minutes, inactive if 0).
Time before sending the re-engagement message: The sending depends on the operator's status (in minutes, inactive if 0).
Automatic transfer of the conversation (in seconds): If the operator is inactive, the conversation can be automatically transferred to another operator. An option is available to display or not a notification of automatic operator transfer to the end user.
Notification of operator disconnection to the user after (in seconds).
Display time of the waiting questionnaire (in minutes).
Closure of the waiting queue before end of service (in minutes).

This section allows you to grant various permissions to the operator:

The operator can print the conversation.
The operator can send the conversation to themselves by email.
The operator can mark the conversation as "important".
The operator can ask their manager for help.
Display the list of online operators on the operator console.
Display the "Search for knowledge" tab on the livechat console.
Display published predefined answers with their theme.
The operator can ask the user to download a file.
A button allows the operator to send a file: if this option is enabled, the send file button will be displayed on the operator console.

This section allows you to define the different statuses that the operator can display:

Ability to select a questionnaire to send to the operator at the end of the conversation.
Display the "Complete questionnaire" button under the operator's input area.
Display the "Cancel" button on the operator questionnaire.
Ability to close the operator questionnaire without answering.

Ability to choose which questionnaire to send to the end user at the end of the conversation.
Option to allow or not allow the operator to send a questionnaire to the user.

Answers following a knowledge redirection are indicated as coming from the operator.
Option, if checked, to not close the conversation at the end of the livechat; if there is a re-escalation, redirect to the previous operator if available.
Transfer the conversation to another operator if the current operator is disconnected.

Here you can choose the opening hours of the Livechat by days of the week. These hours can be set by skill.
Conversations are automatically assigned to operators based on their availability. If an operator finishes their shift at 6 p.m. and after 6 p.m. they are still in a conversation, no new conversations will be assigned to them.
In general phrases, it is possible to configure a specific message in case the user tries to start a Livechat conversation but no operator is available. You can indicate, for example, that they are currently outside opening hours.
Exemple :

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

Last updated 10 days ago

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