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Chat Configuration

You can now configure your custom chats and customer details using Twixor EnCaps. Fabricate your chat interface as a section of your enterprise portal by using tailored options.

Chat Widget Configuration

Follow these steps to configure the chats.

1. First head to Admin -> Chat Config.

2. To configure the custom chats, tap Chat Config option.

  • Specify the time limits for which the customer should wait in the call queue in Chat timeout. If they are staying in the queue more than the specified time frame, the chat will be considered as a Missed chat. For example, if you set the Chat timeout as 20 seconds, chat request waiting in the chat queue for more than 20 seconds will be missed out.
  • In Missed chat message, enter the message to be seen by the customer if their chat is lost.

  • Key in the maximum number of chats an agent can pickup simultaneously from the queue in Max load on agent.
  • In Thankyou message, type in the pleasing message to be displayed after a chat is completed.
  • Enter the Chat InActivity Timeout (in seconds) to make the chat inactive and close a chat after a predefined amount of time if the agent/customer has not replied for some time.
  • Type the InActive message sent to both the agent and the customer after the set inactive period.
  • Enable Tags Required check box to make the tags mandatory (in Additional notes) while closing the chat. This property will help you search your customer in chat history.

    Info! Create your tags in Admin -> Departments section.

Operational Hours Configuration

Customers need to be informed when your agents go offline or when your business is closed. This feature allows agents to configure specific working hours and chats requests that fall post operational hours will automatically be rejected.

Follow these steps to set the variable working hours for the agent:

  • Click the Operational Hours tab under Chat Configurations.
  • Tap Enable Operational Hours.
  • Enter the variable work timings the agents work in a week from Sunday to Saturday.

  • Enter the start and end working time respectively in From and To.
  • Type the Excuse message that will be displayed to the customers if the chats are initiated before or after the pre-set operational hours.
  • Select the timezone from the list of available zones across the world.

 

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