After creating one or more Live Chats, you can change the parameters that affect the work of employees in all Live Chats configured in the system.
начало внимание
Live Chat settings are available only for users included in the Administrators group.
конец внимание
To change the settings:
- Go to Administration > Live Chat Settings.
- Change the values of the options:
- Show counter for operator. This option controls the display of unallocated sessions counter for operators
in the left menu. - Show counter for supervisor. This option controls the display of the unallocated sessions counter for supervisors
in the left menu. - Show confirmation window for sending messages in the selected channels. By default, messages in live chats are sent immediately when the specified keyboard shortcut is pressed or the send icon on the session page is clicked. You can customize the display of the confirmation window so that the operator can return to the message and check its correctness again before sending it.
The option is applied at the level of separate communication channels configured within the created live chats. For example, you can enable the confirmation window for Telegram connected to the Order Processing live chat, or for the email channel in the Customer Service live chat.
To enable the option for a channel, add it to the list. To do this, start typing its name in the field or click the magnifying glass icon and select the desired option.
An internal channel is created for each live chat by default. Its name indicates the live chat, e.g., Internal channel Technical Support. Select it to enable the confirmation window for responding to BRIX user requests;
- Message sending method. Select how the operator can send messages in sessions:
- Press ctr+enter (cmd+enter) or click on the icon. The option is used by default;
- Press Enter or click the icon;
- Only on icon click.
- Messages available for editing. Enable this option so that operators can edit their messages in sessions of:
- A live chat with BRIX users;
- Telegram, TelegramBot, or LiveChat with clients.
- Allowed user idle time without changing the operator’s status to Offline (min.). Set the period in minutes after which an inactive operator or live chat supervisor is automatically switched to the Offline status. A user is considered inactive if they have logged out of BRIX, closed the browser window, or are not connected to the network. You can specify an integer from 2 to 999 in the field. By default, the minimum value of 2 is set, at which the status changes after 1 or 2 minutes.
- Allow operators to add clients to blocklist. Specify who can block client accounts and retrieve them from the blocklist directly from the session page. By default these actions are available to the operators and the supervisor. Select No if you want this option to be available only to the supervisor.
- At the bottom of the page, click Save.