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:

Print the conversation: Allows the operator to obtain a printable version of the exchange with the user.
Send the conversation by email: Allows the operator to receive a copy of the conversation by email.
Mark the conversation as "important": Gives the operator the option to mark a conversation to facilitate tracking or archiving.
Request manager assistance: Enables the operator to ask for their manager's intervention or opinion during a conversation.
Show the list of online operators: Displays on the operator’s dashboard the list of currently connected operators.
Show the "Search for knowledge" tab: Adds a tab to the livechat interface for quickly searching useful information.
Show predefined responses published with their topic: Offers the operator a list of standard responses, organized by theme, to help process requests more easily and quickly.
Ask the user to download a file: Allows the operator to send a request for the user to download a file during the conversation.
Send a file: When this option is enabled, a dedicated button appears on the operator dashboard, allowing a file to be sent to the user during the discussion.
Augmented operator activated: Allows the operator to display a chatbox on their dashboard.

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 21 days ago

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