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. Session allocation

The [Session Allocation 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 enter the conversation, at which point the conversation will be transferred to the member's assigned list.

2.1.2 Automatic hosting (prioritized by robots)

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 Session hosting (keep hosting)

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

2.2. New 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 plug-in.

2.4. Chat and enjoy

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. Second confirmation

After setting, when you click End Session, a pop-up window will appear, asking you to confirm whether you want to end the session.

2.6. 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: Assign by member order and distribution by member order.