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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 a 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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For example, the Waiting Queue Warning Timeout is set to 2 min and Waiting Queue Critical Timeout is set to 10 min. In this case, the Support Agent will be warned and the conversation will be highlighted in red after 8 mins (10 min-2 min) of user request requests being in the waiting queue.
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Define the idle time limit for which an End-User can be idle (i.e. does not respond) in an Ongoing conversation with an Agentafter the Support Agent accepts the chat. Once the time limit is reached, the conversation times out, and the end-user is automatically returned to the bot context. The Support Agent will still be able to can now see the chat conversation and can close as per their discretion. The Support Agent will still be able to see the chat conversation and can close as per their discretionconversation in the Closed queue.
You can also configure the message to be sent to the end-users if the conversation expires due to no response from their end.
Time out | Default value | Minimum Limit | Maximum Limit |
|---|---|---|---|
User Idle Time Out | 5 | 1 | 1560 |
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 user still does not respond, then the conversation expires and the user returns to Luma Bot.
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Define the time limit for which an Agent can be idle (i.e. does not respond) after accepting the chat or in an Ongoing conversation with an End-User. Once the time limit is reached, the conversation expires and the end-user is automatically returned to Bot. The Agent Idle time out should always be higher than the end-user idle timeoutconversation is closed and moved to the Closed queue where the Support Agent can view the details of the conversation.
You can also configure a message to be sent to the user if the Agent has not responded before Agent idle timeout.
Time out | Default value | Minimum Limit | Maximum Limit |
|---|---|---|---|
Agent Idle Time Out | 10 | 1 | 1560 |
For example, if you set 12 minutes, the maximum time the Agent can keep the user waiting is 12 minutes. In case the Agent still does not respond beyond this time, the user returns to Luma Bot.
To update timeouts, follow the below steps:
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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It is recommended that the Agent Idle timeout should be higher than the User idle timeout. The Support Agents may take longer to respond to 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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Fields in Waiting and Ongoing Queues: Fields configured here are displayed under User conversation in Waiting and Ongoing Queues. This helps in distinguishing and identifying users so that Support Agent can decide whom to give priority. User profile, Channel, and custom user fields can be displayed in this section. To add fields, do the following:
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Fields in Chat Window: Fields configured here are displayed in the Conversation details section on Agent chat Console. This gives a more detailed information of about the user, the Support Agent is interacting with. To add fields, do the following:
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