Chat Settings

1. Introduction

[Chat Settings] is a crucial component of the online customer service system, allowing businesses to customize session allocation, message notifications, default chat modes, confirmation prompts, and branding preferences.

By optimizing these settings, you can enhance communication between agents and customers, ensure timely responses, and create a seamless chat experience, ultimately improving customer satisfaction and service efficiency.

2. Key Features 

2.1. Conversation Settings

The [Conversation Settings] allows you to configure automatic assignment, chatbot handling, session hosting, and session closure while also managing unallocated conversations.

2.1.1 Automatic allocation

Generally speaking, members need to manually access the session (as shown below). Once automatic allocation is turned on, unallocated sessions will be automatically and evenly distributed to team members who are online and have not reached the reception limit.

If this function is turned off, newly generated conversation information will be placed in the unassigned list until your team member clicks to Join conversation, at which point the conversation will be transferred to the member's assigned list.

2.1.2 Automatic hosting 

（1）Robot reception(Old version)

This section describes the legacy Bot feature, which is supported only for existing projects. The feature is no longer maintained, and newly created projects use AI Agent for intelligent customer service by default.

After automatic hosting (prioritized robot reception) is turned on:

If this function is turned off, this information will first be placed in the unassigned list until you click into the conversation, and then it will be transferred to the assigned (all members) list.

2.1.3 Delegate (keep hosting)

The conversation is added to the assigned (all members) list. After turning on Delegate, automation and FAQ auto-reply will be enabled by default to help you handle visitor messages quickly and effectively.

2.2. Message notification

Here you can set the client-side and visitor-side message notification methods, trigger notifications, browser prompt sounds, browser page header prompt sounds, timeout and no reply notification methods, etc.

Here are the effects of selecting browser notification messages:

2.3. Default chat mode for offline visitors

When visitors of the plug-in channel go offline, you can select the default chat method, which can be email by default, or you can communicate with them through the Chat Widget.If you choose to contact customers via email, you need to obtain their email address in advance, and the customer must have already left their contact information (indicating their intention to leave their contact information).

2.4. Chat Input Suggestions

After it is turned on, when the customer service enters keywords in the conversation box, it will automatically match the AI corpus and speech. The customer service can quickly select and reply.

2.5. Brand removal

Set whether to remove SaleSmartly branding in visitor chat boxes or email content.

3. Frequently Asked Questions

3.1. How can returning visitors be assigned to their previous agent?

In [Setup - Project  Management - Chat Settings - Session Allocation Settings], turn on Automatic Session Allocation, and in the Old Visitors column, select Assign to Original Member. The system will then assign the visitor to the customer service who has served the visitor (regardless of whether the reception limit has been reached).

You can also choose whether to enable offline reception. If enabled, the old visitor's session will be automatically assigned to the original customer service account when it is offline; if disabled, the old visitor's session will be assigned to other customer service accounts.

3.2. How to prioritize agent assignments?

In the session allocation, two schemes are supported: Allocate by member order and Assign by member reception weight.