Chat
- self service portal
- chat
- live chat
- live chat
- tickets
- administrator
- End User Portal
- chatgpt
Configuration > Chat
Related Guides:
User Chat Settings
| Field | Type | Description |
| Chat profiles | Button | Opens up the menu for creating and modifying Chat Profiles. Chat Profiles allow users and agents to interact with an automated chat bot in order to obtain information or execute requests. For more information on Chat Profiles checkout Chat Profiles. |
| Enable Live Chat for End-Users on the Self-Service Portal | Checkbox | When selected, users will be able to see the live chat bubble on the screen. |
| Self-Service Portal Chat Profile | Single Select | This determines the default Chat profile that will be used to run the Customer's Chat experience. This can be overridden at Customer level in the Customer details self-service portal settings. |
Agent Chat Settings
| Field | Type | Description |
| New live chat display | Single Select | The options available here will dictate where the Agents will interact with the Chat once it is initiated by the End-User. You can choose to either have a popup bubble for the designated Agent through which the Chat can be accessed. The other option is to have the Chat available to view via the End-User's ticket. Should this ticket not have existed before the Chat began, the chat flow will need to be configured to create a new ticket, and assign both the correct End-User and the appropriate Agent to it, for both to have visibility of the ticket. |
Agents can only have one live chat session with a User open at a time | Checkbox | When enabled Agents will only be able to join one chat at a time. Agents in a chat will not be alerted to new chats. |
| Agent must be assigned to the linked Ticket to be able to join the Chat | Checkbox | When checked, agents will only be able to join the chat when they are the agent assigned to the ticket linked to the chat. Only applicable if your agents do not join live chats until after a ticket is logged for the chat. |
| Display the webpage that the chat User is currently viewing | Checkbox | When checked, agents will be able to see the webpage the user is currently accessing the chat from. Useful when the chatbot is embedded into external websites. |
| Show a timer displaying how long it's been since the Users last message | Checkbox | When checked, a timer will appear in the chat window (for the agent only), the timer will display how long it has been since the user last posted a message into the chat. This is useful when your agents need to wait a minimum time before ending the chat with the user due to inactivity. The timer provides a visual representation so the agent does not end the chat prematurely. |
| Show the new chat bubble | Checkbox | When checked, the chat bubble will be available at the bottom right of the screen so that Agents can begin chats of their own, without a User having to start it first. Even when unchecked, Agents will still be able to see ongoing chats and those that have been recently closed. |
| Show Users Customer name when hovering over their live chat bubble | Checkbox | (v2.251+) When enabled, the name of the customer the user belongs to (as well as the user's name) will show when hovering over a live chat bubble. Keep in mind the user's/customer name only shows after the agent has accepted the chat. |
| Log a ticket when an Agent chat is ended | Checkbox | When checked, the ability to configure Chat Profiles to log a ticket at the conclusion of an Agent Chat conversation is available. A new option also appears to decide which Ticket Type is logged at this point. Please note that this is not the same as the Live Chat being ended., this can be configured per Chat Profile. |
| Canned Messages | List | New Canned Texts can be created here, and these can be used in the Chat from the Agent's side. |
| Paste Canned Text into message box instead of sending straight away | Checkbox | When checked, canned text used by agents will not be sent straight away. Instead agents will have the opportunity to edit the text before sending. |
Advanced Settings
| Type | Description | |
| Chat Connection Method | Single Select | The choice made here will dictate the method of refreshing the chat information. Heartbeat will ping for new messages every few seconds, whereas WebSocket will utilise a WebSocket for near instantaneous communication (this will, of course, still be dependant on internet connection). |
| Allow image and attachment upload | Single Select | The choice made here will decide whether or not files can be uploaded via the Chat. Should they be allowed, you can also decide whether this is restricted to authorised Users or available to all. |
| Display close and minimise buttons on chat header | Checkbox | When enabled, the 'x' button in the chat header will end chat interactions and a '-' button will appear to minimise the chat window. |
| Auto end live chats if User abandons chat before Agent joins | Checkbox | When this is enabled live chats will automatically be ended if there has been no activity from the user from a set amount of time. This only applies to anonymous chat users. When this is enabled some additional configuration options will become available. |
Time period to prompt the user if they are still there and wants to continue waiting (minutes) | Integer | Here, you can enter the number of minutes users will receive prompts to check if they are still active on a chat while waiting for an agent to join the chat. The user will need to respond to this prompt to keep the chat active. |
Time period since queuing for live chat or last confirmation (whichever is the latest) to auto close chats (mins) | Integer | Here you can enter the number of minutes a chat will close after if there is no activity on the chat. The time starts from either when the user stated the live chat, or the last message (activity) they entered into the chat. if this time period is exceeded with no activity the chat will close and be deemed 'abandoned'. |
Abandoned chat auto closes also close the related Ticket | Checkbox | When enabled the ticket associated to the live chat will also be closed automatically when the live chat is closed. |
| Set category field defaults on the linked Ticket for when a Chat is abandoned | Single Select | Here you can set category values that will apply to the ticket automatically when the linked chat is abandoned. You can set these for each category. This allows you to track how many tickets are abandoned, or exclude abandoned tickets for other reports. You may wish to create a new resolution code for abandoned tickets so they are easily identifiable. |
| Use new Chat Transcript Style | Checkbox | When checked, chat transcripts will display in a new, more user friendly style. Chat transcripts can be viewed when viewing a Chat Audit. |
| Check if any Agents are available before virtual agents can attempt to transfer to an Agent | Checkbox | When checked, virtual agents will not transfer a user to a Live Chat if there are no agents available for Live Chat. Transfer will only take place if there is an available agent. When disabled, users will still be transferred but they will wait until an agent becomes available. Useful in preventing users waiting from for an agent to join a chat when there are no agents currently available. |