Live chat settings

i-genie allows its users to configure the settings for the live chat i.e ensuring that the agents are not overburdened with the chats or defining the timeline within which the agent needs to respond to the chats

What parameters can a user configure? 

Below are few of the parameters that a user can configure

Conversation Threshold: 

This allows users to set the limit for the number of chats an agent will be handling simultaneously. This will help users to ensure that agents are not overloaded with the chatsMaximum limit for the conversation threshold is 99

SLA Timer (Service Level Agreement):

This setting allows the users to set the timer within which the visitor message needs to be responded to by the agent. Doing this helps the company maintain its Service Level Agreement with the customer.

Auto Close Duration:

Allows you to choose after what duration a conversation gets closed if it is not answered by the visitor.Minimum time post which the conversation will be auto closed is 5 minutes

Field Visibility: 

Defines the maximum number of fields that are visible in a list. Beyond this, you will see ‘Show more’ to expand the list and see its value.

Conversation Card Properties: 

Configure what are the default fields visible to the user/agent on the conversation card column of the Live Chat feature.Users can check or uncheck the properties as per their requirement