Settings

ReplyCX allows its users to configure the settings for live chat to ensure that agents are not overburdened with chats or defining timeline within which the agent needs to respond to the chats.

Parameters which a user can configure:

Below are a few of the parameters that a user can configure:

Conversation Threshold:

Users to set the limit for the number of chats an agent will handle simultaneously. This will help users to ensure that agents are not overloaded.

Maximum limit for the conversation threshold is 99

SLA Timer (Service Level Agreement):

This feature allows users to set the timer within which the visitor message needs to responded to by the agent. This helps the company in maintaining its Service Level Agreement with the customer.

Auto Close Duration:

It allows you to choose after what duration a conversation gets closed if not answered by a visitor.

Minimum time post which the conversation will be auto closed is 5 minutes.

Field Visibility:

Defines the maximum number of fields that are visible in a list. Beyond this, you will see ‘Show more’ to expand the list and see its value.

Conversation Card Properties:

Configure what are the default fields visible to the user / agent on the conversation card column of the Live Chat feature.

Users can check or uncheck the properties as per their requirement

Conversation Card Properties:

Go to the 'Settings' tab. Under the Live Chat Section, click on 'Settings' options.

Here, you can configure the default fields which are visible to the user / agent on the conversation card column of the Live Chat feature.

Auto-Set User Availability:

This option automatically sets an agent’s status to Available as soon as they log in to the platform. It ensures they are instantly ready to receive and respond to live chat messages without having to change their status manually.

How to Enable:

Go to Settings → Live Chat Settings → Under Human Handover, enable the Auto Set Availability option.

Auto-assign "Unassigned" chats

Assign conversations to the "Unassigned" view if no teammates are available

If no agent is available during a handover, the chat is moved to the Unassigned tab so it’s not lost and can be reassigned later.