Livechat settings can be accessed by clicking on the settings tab inside the bot, then clicking on the live chat.
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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.
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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.
Prepend Agent Name for Web Chat and WhatsApp
Overview
The Prepend Agent Name setting in Live Chat allows agents' names to appear before each message they send when taking over the chat. This helps customers easily identify which agent they are speaking with, creating a more personalized and transparent communication experience.
Purpose
When agents take over a live chat, it can sometimes be unclear to customers which agent is responding. By enabling this setting, the agent’s name will automatically appear at the beginning of each message, helping customers recognize who they are interacting with during the conversation. This feature improves customer trust and enhances clarity.
Steps to Enable "Prepend Agent Name" Setting
Access Live Chat Settings:
First you must access the bot that you let enable this feature within UChat.
Locate the Live Chat Settings:
Navigate to Live Chat Settings under the Settings menu.
Look for the option titled Prepend Agent Name.
Enable the Setting:
Toggle the switch to enable the Prepend Agent Name option.
Once enabled, all messages from agents in a live chat will display the agent’s name at the start of each message.
Save Changes:
After enabling, make sure to save the changes for them to take effect in active web chat sessions.
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Example
Here’s how the messages will look when the Prepend Agent Name option is enabled:
Without Agent Name Prepending:
Message: "Hello, how can I assist you today?"
With Agent Name Prepending:
Message: "John Doe: Hello, how can I assist you today?"
Live chat preview:
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WhatsApp preview:
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In the second example, the agent's name “John Doe” appears before the message, clearly indicating to the customer who is responding.
Additional Notes
Availability: This setting is only available for web chat and WhatsApp.
Use Case: This feature is especially useful in environments where multiple agents may take over a single chat session, ensuring customers can follow who is assisting them.
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!