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Overview

Here you will find all the settings related to livechat. You will also find settings for closing notes as well as agent notifications.

Conversation Visibility

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This setting is used to set conversation visibility for agents. You can let all agents see all the conversations, you can also only let them access conversations which are assigned to them only.

System Messages

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This setting is used to allow the platform to record system messages - Which are basically records of the user journey. These logs are stored for a two week time period.

Live Chat Features

Following options can be accessed under these:

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If you need further assistance with the Prepend Agent Name setting or encounter any issues, please don't hesitate to reach out. You can submit a support ticket by emailing ticket@uchat.com.au. Our team is here to help!

Custom URL

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Here you can set a custom url for the bot user, that when clicked will open a certain third-party platform with that bot user’s details.

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Note: Make sure your CRM allows iframe or popup modals, otherwise the feature may not work 

Live Chat Integration

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Here you can select the platform where you want to transfer the livechat once the bot automation is paused. Following platforms are supported

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Note: Make sure the platform of your choice is already integrated with UChat inside the integrations section of the workspace

Live Chat Auto Pause Minutes

This feature allows you to set the minutes for auto pause whenever an agent takes from automation.

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This is the timer that runs during which the bot automation is paused.

Live Chat SMS Sender

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This feature allows you to select the phone number from which you want to send SMS to bot users from livechat. The numbers must be connected in your Twillio/Telenyx account inside the integrations section of the workspace.

Live Chat Email Profile

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This feature allows you to select the email profile from which you can send emails directly from Livechat. The email must be connected under the SMTP section of integrations of the workspace.

Live Chat Desktop Notifications

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This feature allows you toggle the configuration for notifications. You can choose when to get notified. This is only confined to the Web app desktop notifications when using a browser.

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