Chats

1. Conversational Controls

• Start Chat Button text

You have the option to edit the button text to initiate chat. The default button text will be “Send Message”.

You can toggle a few conversational controls listed below:

• User can initiate multiple chats: The customer can initiate multiple chats with the existing account.

• Ask for feedback at end of the chat: As the chat resolves from the admin side, it asks customers for feedback.

• Real-time message preview to agent: The agent can view what the customer is typing in the admin chat section.

• Hide resolved chats: The chats which is resolved will be hidden from the chats in the widget navigation menu.

• Notification sound for new messages: You can toggle this option to get sound notifications when new messages arrive.

• Enable end chat option for visitor end: This enables the option to end the chat from the visitor’s side in the web widget.

2. Reply Expectation

• It shows when the team will reply outside or during office hours.

• When turned on, this displays reply time information to customers.

• Set reply time during office hours.

• Select how quickly your team will respond during active office hours from the drop-down list.

1. Waiting time less than 1 minute

2. Waiting time less than 1 hour

3. Waiting time within a day

4. Custom