Live Chat Settings

Livechat settings can be accessed by clicking on the settings tab inside the bot, then clicking on the live chat.

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

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

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:

Settings	Explanation
Disable Enter Key to send message	By default pressing Enter Key sends a message inside livechat. You can disable this to let Enter key change the cursor to a new line
Disable Reassign conversation by agent	Enabling this setting will stop agents from re-assigning a conversation from them to another agent and vice versa
Any incoming messages reopen the conversation if status is Done or Pending	Enabling this will allow any reply coming from the user to move into Open status regardless if it's Pending or Done.
Hide Icon - User Tags	Hide User Tags from live chat bot user overlay
Hide Icon - Labels	Hide Labels from live chat bot user overlay
Hide Icon - Subscribed Sequences	Hide Subscribed Sequences from livechat bot user overlay
Hide Icon - Shop Orders	Hide Orders from live chat bot user overlay
Hide Icon - Calendar File Generator	Disable generating Calendar file from live chat icon tray
Hide Icon - Send Subflow	Disable sending subflows from live chat icon tray
Hide Icon - Agent Assist	Disable Agent Assist from live chat icon tray
Show Icon - Custom URL	Enables Custom URL feature on live chat icon tray
Hide System Message - All	Hides System Messages from Live Chat for all workspaces members
Hide System Message - Live Chat Agent, Live Chat Superviser	Hide System Messages from agents and supervisors only
Enable Closing Notes	Enable closing notes for agents
Closing Note Category Is Mandatory	Mandates agents to enter closing note category when moving to Done
Prepend Agent Name To The Message Send By Agent (Whatsapp)	On Whatsapp, Name of agent is prepended when a messages sent from agent
Show only last 4 digits from phone number in livechat - Livechat agent, Livechat supervisor	Masks the phone number of users with *s with only last 4 digits visible. This filter applies to agents and supervisors only. Main usage is privacy from agents

Custom URL

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.

This feature is heavily used with CRMs, and enables agents to open their CRM from within UChat in an iframe and edit bot user’s information directly inside their CRM from one screen without having to leave Uchat.

The URL is entered as well and a system variable can be selected from the given options below. You can also choose the desired window size of iframe from the Target Drop down.

Make sure that the Custom URL Icon is enabled in the icon tray.

Go to livechat, click on a conversation and you will see the custom URL icon. Clicking on it should open popup.

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

Live Chat Integration

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

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.

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

Live Chat SMS Sender

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

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

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.