This segment is used to set configurations for Chat and Email console. All the changes made are through the Admin console. To view this feature visit to Settings>Common>Site Configuration as shown in the below screen-
This will lead to the following below screen-
The page includes various screen elements, which are as under-
|
Screen Elements |
Description |
|
Organization Full Name |
Name of the organization |
|
Website |
Provide the URL to represent a website |
|
Contact Email |
Email address of the operator |
|
Idle Timeout |
Provide the time in minutes after which the system will logout the operator, supervisor and admin |
|
Show Customer Typing Message |
Check the checkbox to make the typing message from customer visible by the customer. Uncheck to hide the typing message by customer. |
|
Use Secure Connection(SSL) |
Check the checkbox for application to be in secure connection. Uncheck to let the application in general connection. |
|
Email Download Limit |
Provide the number of emails to be downloaded by the operator. |
|
Is Save Transcript Allowed |
Check mark the box if transcript is to be saved. Uncheck if not required. |
|
Is Number masking Allowed |
Check mark the box if masking of number is to be done. Uncheck if numbers entered by customers are to be shown. |
|
Is Queue Allowed |
Check mark the box if chat queues are allowed after operator reaches the maximum chat limit. |
|
Is SetEmailPriority Allowed |
Check the checkbox if the priority of email has to be set. Uncheck the checkbox if not required. |
|
Chat Notification |
Check mark the box if chat notification is needed in the operator screen for a new chat |
|
Email Notification |
Check mark the box if email notification is needed in the operator screen for a new email |
|
Chat Window Type |
Select the type of chat window for users from the options- •Pop Up Chat Window •Embedded Chat Window |
|
Contact Number |
Enter the contact number of operator |
|
Selective Email Distribution |
Check the checkbox for selective email distribution |
Time Zone Settings- The user will be shown the time as set in the time zone settings by Admin. The screen elements in this section include-
|
Screen Elements |
Description |
|
Company Time Zone |
Select a particular time zone from list of available time zones |
|
Opening Time |
Set the operator available time in hh:mm:ss format into the system |
|
Closing Time |
Set the operator unavailable time in hh:mm:ss format into the system |
|
Enable Time Stamp |
Check the box to enable time stamp during customer operator chat |
Chat Transfer Methods– This method allows an operator to transfer the chat to another operator or to another skill or both. It includes two options-
•Transfer To Operator– Check mark the checkbox to enable the function of chat transfer to another operator.
•Transfer To Skill– Check mark the checkbox to transfer the chat to another skill.
Click 
after entering the values in the fields. Click 
to cancel the process.