Customizing Chat settings

To customize Chat settings for a specific team, go to the TEAMS tab and click on the gear icon.

A popup will appear on the screen. Under the GENERAL tab of the popup, enter the bot settings as required.

To edit the Chat settings for different channels, select the channel drop down list.

To assign the maximum number of chats request an agent can receive at a time, type the number in the “Maximum number of auto assign chats” text field.

To edit the time an agent to accept a chat transfer, type the number in the “Number of seconds for an agent to accept a chat transfer” text field. Please refer to the Transferring a chat article for more information about chat transfer.

To edit a chat Timeout time in seconds, type the number in the “Timeout - When customer doesn’t reply, then automatically end chat in” text field. To view the timeout chat, click on HISTORY page and select the bot to filter the chats. Please refer to the Using chat history article for more information.

To edit the chat Idle time in seconds, type the number in the “Idle - When an agent doesn't reply, automatically end chat in” text field. To view the ended Idle chat, click on HISTORY page and select the bot to filter the chats. Please refer to the Using chat history article for more information.

To edit the action when the agent is Idle, click on the dropdown list next to “If agent is idle, then automatically”. Select a type of action from the dropdown list.

Once all the chat settings have been updated, click SAVE.

For additional instructions, please contact your AICX manager.

Customizing Chat settings
Customizing Chat settings
Customizing Chat settings
Customizing Chat settings

Weiying Kok is an NLP Engineer at Proto. She specializes in deep learning techniques for data aggregation. To reach Weiying, please write to her at weiying@proto.cx.