General settings

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

Capacity

• Number of conversations per operator :

  • This option defines the maximum number of conversations an operator can manage simultaneously.

• Number of conversations that can enter the queue for each connected operator :

  • If you intend to use the queue, you can also define an additional number of people per operator to determine how many individuals can enter the waiting queue.

Timeouts

• Livechat timeout (in minutes) :

  • The livechat timeout is configurable based on the user's period of inactivity.

• Timeout when the conversation is not picked up :

  • The livechat conversation timeout can be managed if the operator fails to take charge of the conversation.

• Reminder before timeout is reached (in seconds) :

  • The timeout is configurable according to a duration to warn that this delay will soon be reached.

• Duration before sending the follow-up phrase (in minutes, inactive if 0) :

  • This configuration defines the duration (in minutes) after which a follow-up phrase is sent to the user.

• Duration before sending the re-engagement phrase. Sending depends on the operator's status (in minutes, inactive if 0) :

  • This duration triggers the sending of a re-engagement phrase to the user, particularly when the operator is in the process of searching for information.

• Automatic conversation transfer (in seconds) :

  • If the operator is inactive, the conversation can be automatically transferred to another operator. An option is available to choose whether or not to display a notification of automatic operator transfer to the end-user.

• Operator disconnection information to the user after (in seconds) :

  • This value specifies the delay after which the user receives the phrase notifying them of the operator's disconnection.

• Display time for the waiting questionnaire (in minutes) :

  • This configuration determines the display duration of the questionnaire for the user.

• Queue closing before end of service (in minutes) :

  • This configuration specifies the queue closing preceding the deactivation of the livechat service.

Console Options

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.

• Email the conversation to self :

  • Authorizes the operator to receive a copy of the conversation by email.

• Mark the conversation as "important" :

  • Offers the operator the possibility to flag a conversation to facilitate tracking or archiving.

• Request manager assistance :

  • Allows the operator to request the intervention or advice of their manager during a conversation.

• Display the list of online operators :

  • Makes the list of currently connected operators visible on the operator console.

• Display the "Search Knowledge" tab :

  • Adds a tab to the livechat interface for performing a quick search for useful information.

• Display predefined responses published with their theme :

  • Provides the operator with a list of standard responses categorized by theme to facilitate and speed up request processing.

• Ask the user to upload a file :

  • Authorizes the operator to send a request to the user to download a file during the conversation.

• Send a file :

  • When this option is activated, a dedicated button appears on the operator console, allowing them to send a file to the user during the discussion.

• Augmented livechat operator :

  • Allows the operator to display a chatbox on the operator console.

Optional Statuses

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

• In Training :

  • This status means the operator is unavailable to handle new requests because they are in a training session.

• On the Phone :

  • This status indicates the operator is on a phone call and is therefore unavailable for new assignments.

• Discussion with Supervisor :

  • This status indicates the operator is in discussion with their supervisor and is therefore unavailable to take a new conversation.

• No New Conversation :

  • This status means the operator will not take any new conversations.

• Searching for Information :

  • This status indicates the operator is searching for information, a status that can be used during active conversations.

Operator Survey

• Operator survey at the end of the conversation :

  • This option allows you to select a survey to be addressed to the operator at the end of the conversation.

• Display the "Complete Survey" button below the operator's input area :

  • This configuration displays a button below the operator's input area, allowing them to complete their survey.

• Display the "Cancel" button on the operator survey :

  • This option displays a "Cancel" button, which allows the operator to close the survey interface.

• Possibility to close the operator survey without answering it :

  • This option allows the operator to close a conversation without having previously filled out their survey.

User Survey

• End-user survey at the end of the conversation :

  • This option allows you to select a survey to be addressed to the user at the end of the conversation.

• Operator can send a survey to the user :

  • This option allows the operator to send a survey to the user at any time.

Miscellaneous

• Responses following a knowledge redirection are indicated as coming from the operator :

  • This configuration allows responses resulting from a redirection to a knowledge item to be displayed as sent by the operator rather than by the bot.

• If checked, prevents closing the conversation at the end of livechat, and if there is a re-escalation, redirects to the previous operator if available :

  • This option, when checked, keeps the conversation open at the end of the livechat and ensures that any re-escalation redirects to the previous operator if available, even if it is outside their normal assignment cycle.

• Transfer the conversation to another operator if the operator currently handling the conversation is disconnected :

  • This option, when checked, transfers the conversation to another available operator in the event the current operator disconnects, thereby preventing the conversation from closing.

Opening hours

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.

Example :

User profile

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