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To manage the Agent Chat Console settings, Navigate to the Tenant Settings page and click on the Agent Chat Console tab as shown below.
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Agent Chat console setting tab has three sections i.e Messages, Timeouts and Additional User Information
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Messages
In this section, you can customize information messages to be shown to the users for various scenarios during the end-user and Support Agent chat process. Default messages will be provided for each scenario. To edit the default messages, follow the steps provided below:
Click on Edit Settings.
Scroll to the Messages section or click Messages on the right--hand menu.
Edit the messages as required. It is suggested to configure easy and simple messages to help the end-user understand the status of the current agent chat conversation.
Click on Save button to save the changes.
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The following Timeout parameters and corresponding messages are required to configure to give a better end-user experience . and messages related to timeouts are configured here to give better user experience to the end-users.
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For example, the Waiting Queue Critical Timeout is set to 10 min. In this case, the conversation will be in the Request queue for 10 mins. If the conversation is still not accepted by any available Support agent, then the conversation will be timed-out and the end-user will be returned to the bot to help Bot for the any further any new requestsconversations.
Waiting Queue Warning Time Out
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If the conversation is still not accepted by any available Support Agent, then the user returns to the Luma Agent context, and the conversation is removed from the queue.
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Time out | Default value | Minimum Limit | Maximum Limit |
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User Idle Time Out | 5 | 1 | 15 |
For example, if you set timeout User Idle Timeout to 5 minutes, the maximum time for which the User can remain idle in the conversation is 5 minutes. In case the User still does not respond, then the conversation expires and the user returns to Luma Bot.
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Click Edit settings.
Scroll to the Timeouts section or click on ‘Timeouts’ in the right-hand menu.
Update timeouts as required.
Click Save to save changes.
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| Info |
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The Agent Idle time out should always be higher than the end-user idle timeout. The Support Agents may take longer to respond in the conversation as they may be handling one or more user requests at a time. |
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Additional User Information
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