How to configure Conversations settings in Admin?

Estimated reading: 3 minutes

Overview

The conversation menu consists of the options to edit Conversation related settings like Agent Name Display Settings, Agent Assignment Settings and Control Timeout Setting. The Conversation menu can be found in Admin Module.

How to configure Agent Name Display Settings?

1. Login to your WhatCX account. Go to the Admin Module and then to the Conversations menu. Agent Name Display Settings can be found in the topmost section of the Conversations menu.

2. At the top of the settings, there are two checkboxes, namely:

Display Agent Name – Checking this box will enable the settings and now the chat messages will be sent with agent names whenever the agent changes in a conversation.
Display Agent Name on all chat messages – Checking this box will enable sending the agents’ names on all chat messages rather than whenever the agents are switching in a conversation.

3. Next, there are two customization settings to configure how the name of the agents looks in a chat message, namely:

Name Position – This is to change between top and bottom positions for displaying the name on the chat message.
Name Format – This is to decide among various naming formats in which the agents’ names should be displayed.

4. Click on Save Changes to save the settings.

How to configure Assignment Settings?

1. Login to your WhatCX account. Go to the Admin Module and then to the Conversations menu. Assignment Settings can be found in the middle section of the Conversations menu.

2. At the top of the settings, there are two checkboxes, namely:

Allow Sticky Agents – Checking this box will enable the setting to allow the system to connect users messaging the business to connect with the agent which is either assigned to the contact or in the reply action.
Allow reconnecting with the last agent? – Checking this box will enable the setting to connect the users messaging the business to connect with the last agent they had a chat with if no agent is assigned to the conversation through reply action.

3. Moving on, there are two fields to configure:

Reconnect With Agent Message – This is to configure the message that will be sent when the user is connected with the last agent with whom the user had a chat with.
Assignment Failure Message – This is to configure the message that will be sent when the agent assignment fails in a chat.

4. Click on Update Assignment Settings to save the settings.

How to configure Control Timeout Settings?

1. Login to your WhatCX account. Go to the Admin Module and then to the Conversations menu. Control Timeout Settings can be found in the bottommost section of the Conversations menu.

2. From the Control Timeout Setting, you can set the control timeout for Bot, Broadcast Bot, Enquiry Bot, and Feedback.

3. Click on Update Control Timeout Setting to save the settings.