Chat Settings

Common Settings

Chat - Make Agents Unavailable When Network Connection Fails

Make agents unavailable for chat when network connection fails between the Solve application and the CTI application.

  1. Access level: Department settings

  2. Default value: No

  3. Value options: Yes, No

Video Chat - Invitation Timeout Period

The time period, in seconds, for which the video chat link offered by the agent is active in the Customer Chat Console. Agent Availability is reserved for that video chat during this time. The system cannot assign new chats to the agent and the agent cannot pull new chats from queues.

  • Access level: Department settings 

  • Default value: 60

  • Minimum value: 5

  • Maximum value: 600 seconds

Enable Conversation Stream

Use this setting to enable conversation view for chats in the Advisor Desktop. The Conversation stream provides a visible record of all previous chats for returning customers. When an agent enters a conversation with a returning customer, all previous chat conversations are displayed in the Chat window directly above the current conversation. Conversation view is enabled by default.

  1. Access level: Department settings 

  2. Default value: Yes

  3. Value options: Yes, No

  4. Editable at lower level: Yes

Chat - Display Timestamp in Customer Chat Console

Use this setting to decide if the timestamp should be displayed with the chat messages in the Customer Console.

  • Access level: Department settings

  • Default value: No

  • Value options: Yes, No

Chat - Display Timestamp in Agent Chat Console

Use this setting to decide if the timestamp should be displayed with the chat messages in the Advisor Desktop. This setting applies to open chat activities only.

  • Access level: Department settings

  • Default value: No

  • Value options: Yes, No

Chat - Display Timestamp in Completed Chat Transcript

Use this setting to decide if the timestamp should be displayed with the chat messages in the Advisor Desktop. This setting applies to completed chat activities only.

  • Access level: Department settings

  • Default value: Yes

  • Value options: Yes, No

Chat Entry Point

Provide the link for the chat entry point that should be available to agents and social managers for adding to social responses.

  1. Access level: Department settings

  2. Default value: —

  3. Value options: —

Activity Assignment Settings

Chat Auto-Pushback Settings

The chat auto-pushback feature allows you to pushback chat activities to the queue, if the agents do not click on the new chats assigned to them in the configured time (default value is 2 minutes). The system can also automatically mark the agents unavailable when chats are pushed-back from their inbox.

Enable Auto-Pushback of Chats

Use this setting to decide if new chats assigned to agents should be automatically pushed back from the agent's inbox if they do not click on the activity in the time defined in the Expiry time for auto-pushback for chats setting. Click the Toggle button enable or disable this setting.

  • Access level: Partition settings

  • Default value: Enabled

  • Value options: Enabled, Disabled

Expiry Time for Auto-Pushback for Chats (Minutes)

In this setting, define the time, in minutes, after which the new chat assigned to the agent will be automatically pushed back from the agent's inbox, if the agent does not click on the chat in the defined time.

  • Access level: Partition settings

  • Default value: 2

  • Minimum value: 1

  • Maximum value: 210

Make Agent Unavailable on Auto-Pushback of Chats

Use this setting to define if agents should be made unavailable after a chat is pushed back automatically from the agent’s inbox. By default this setting is disabled. Click the Toggle button enable or disable this setting.

  • Access level: Partition settings

  • Default value: Disabled

  • Value options: Enabled, Disabled

Chat - User Max Load

This setting determines the maximum chat activities that can be assigned to a user at a given moment. When an agent reaches the maximum number, new chats cannot be assigned to the agent. This setting does not apply to video chats as an agent can work on only one video chat at a time.

  • Access level: Department settings; User settings

  • Default value: 4

  • Minimum value: 1

  • Maximum value: 10

  • Editable at lower level: Yes

Chat - Override User Max Load Setting for Pull

Use this setting to allow agents to pull chat activities from queues after the agents have reached the maximum value defined in the “Chat - user max load” setting. This setting does not apply to video chats as an agent can work on only one video chat at a time.

  1. Access level: Department settings

  2. Default value: No

  3. Value options: Yes, No

Inbox Settings

Chat - Inbox Sort Column

In this setting, define whether the items are sorted in the ascending or descending order.

  1. Access level: Department settings; User settings 

  2. Default value: Key

  3. Value options: Key, Activity ID, Case ID, When Created, Customer name, Subject, Activity substatus, Queue name

    If you specify a column that is not part of the agent's inbox list or if there is a tie between two activities with the same value for the sorting column, the inbox will then be sorted by the shortcut key.

  4. Editable at lower level: Yes

Chat - Inbox Sort Order

Use this setting to define the order - ascending or descending, in which items appear in the Chat Inbox in the Advisor Desktop. 

  1. Access level: Department settings, User settings

  2. Default value: Descending

  3. Value options: Ascending, Descending

  4. Editable at lower level: Yes

Chat - Agent Availability Choice Enabled 

Use this setting to allow agents to change their availability in the chat inbox in the Advisor Desktop.

  1. Access level: Department settings

  2. Default value: Yes

  3. Value options:

    1. Yes: Agents can change their availability.

    2. No: Agents become available automatically when they login and become unavailable when they logout.

Chat - Enable Sound Alert

Use this setting to decide if you want play a sound alert to draw the agent’s attention to the chat inbox when a new chat is assigned to the agent, or a new message is sent by the customer. The sound alert is played only when the Advisor Desktop is minimized or not in focus. If the agent is already working in the Advisor Desktop, the sound alert is not played.

  • Access level: Department settings; User settings

  • Default value: Yes

  • Value options: Yes, No

  • Editable at lower level: Yes

Chat Audio Alerts

The application is supplied with a default audio file intended to alert agents that a new activity has arrived in the inbox. However, if the sound does not suit the needs of the business or is not loud enough for some agents to hear, the alert sounds can be changed with these settings. To disable these alerts, set the value to No for the Chat - Enable Sound Alert setting.

To view and listen to the sound files that are assigned to the default alerts click the Manage Audio button. In the Manage Audio window, click the Options  Options button  button under the Actions column to play the audio sounds, or click the New New Button button to add a new audio alert and sound file to the list of potential alerts that can be used in these settings. Audio files must be of .mp3 format and no larger than 500 KB in size.

  1. Access level: Partition settings, Department settings

  2. Value options: —

  3. Editable at lower level: Yes

Chat - New Chat Alert

This sound is played when a new chat activity arrives in the inbox for the first time.

  1. Default value: Default Chat Alert

Chat - New Chat Message Alert

This sound is played when a new message is received from a customer chat interaction that is not currently the activity on which the agent's attention is focused.

  1. Default value: Default Chat Message Alert

Chat - New Pull Chat Alert

This sound is played when a new chat activity has arrived in the queue and can be pulled by the agent.

  1. Default value: Default Pull Chat Alert

Chat Supervisor Inbox Settings

Chat - My Monitor - Activity Refresh Interval (Seconds)

In this setting, configure the time interval (in seconds) at which the chat activities are refreshed in the My Monitor folder of the supervisor’s Advisor Desktop. The following details of chat activities are refreshed: the list of activities for the queue or agent being monitored; the transcript of chats that the supervisor has not joined and is monitoring passively.

  1. Access level: Department settings

  2. Default value: 30

  3. Minimum value: 30

  4. Maximum value: 600

Chat - My Monitor - Max Join Load

This setting determines the maximum number of chats a supervisor can join from the My Monitors node in the Advisor Desktop.

  • Access level: Department settings

  • Default value: 4

  • Minimum value: 1

  • Maximum value: 10

Activity Handling Settings

Chat - Force Resolution Code

Use this setting to ensure that agents assign resolution codes to each chat activity before completing it.

  1. Access level: Partition settings, Department settings

  2. Default value: No

  3. Value options: Yes, No

Chat - Force Activity Categorization

Use this setting to ensure that agents assign categories to each chat activity before completing it.

  1. Access level: Partition settings, Department settings

  2. Default value: No

  3. Value options: Yes, No

Chat - Agent Chat Message Maximum Length

Use this setting to determine the maximum length of messages sent by agents to customers.

  • Access level: Department settings

  • Default value: 800

  • Minimum value: 60

  • Maximum value: 2000

Chat - Reason for Transfer

Use this setting to decide if agents always assign a transfer code to chat activities while transferring chats to other users, queues, or departments.

  • Access level: Partition settings, Department settings

  • Default value: Optional

  • Value options: Optional, Required

Show Smiley in Agent Chat Toolbar

The toolbar in the Chat pane has a Smiley button that can be used to add emoticons to the chat messages. Use this setting to determine if this Smiley button should be available to the agents.

  • Access level: Partition settings, Department settings

  • Default value: Yes

  • Value options: Yes, No

Chat - Require Activity Note on Transfer

Use this setting to decide if agents are required to add a note to the chat activity before transferring it to another agent or queue.

  • Access level: Partition settings, Department settings

  • Default value: No

  • Value options: Yes, No

  • Editable at lower level: Yes

Chat - Disable Typing Area and Page Push Area on Customer Exit

Use this setting to disable the Page Push section of the Information pane and the typing area of the Chat pane for agents and supervisors when a customer leaves the chat session.

  • Access level: Partition settings, Department settings

  • Default value: No

  • Value options: Yes, No

Chat Service Level Settings

Chat - SLA for Response Time (Seconds)

This setting is required for the Chat - Current service level (%) and Chat - Daily service level (%), queue monitoring attributes, viewed by supervisors in the Advisor Desktop. With this setting, administrators can decide the threshold interval (in seconds) that all in-progress sessions are checked against, to measure what percentage had a wait time lesser than the threshold. Any session picked up after a wait time less than this threshold is counted as having met the service level. The service level is shown as an aggregate percentage based on how many sessions have met the service level and gives an indication of the timely pick-up of sessions by agents. If this value is set to blank, then the “Chat - Current service level (%)” and “Chat - Daily service level (%)” attributes will show a value of 100% for all queues. The default value is 600.

  1. Access level: Partition settings, Department settings

  2. Default value: 60

  3. Minimum value: 1

  4. Maximum value: 3600

Chat - Daily Service Level Sample Set Definition

This setting defines if the abandoned chat activities should be considered while calculating the daily service level for chats.

  1. Access level: Partition settings, Department settings

  2. Default value: All chats handled including abandoned

  3. Value options: All chats handled including abandoned, All chats handled excluding abandoned

Chat - Daily Service Level Timezone

This setting defines the timezone for the daily service level in supervision monitors.

  1. Access level: Partition settings, Department settings

  2. Default value: (GMT-05:00) Eastern Standard Time (US and Canada)

  3. Value options:

    1. (GMT-12:00) Eniwetok, Kwajalein

    2. (GMT-11:00) Midway Island, Samoa

    3. (GMT-10:00) Hawaii

    4. (GMT-09:00) Alaska-Standard

    5. (GMT-08:00) Alaska-Daylight

    6. (GMT-08:00) Pacific Standard Time (US & Canada)

    7. (GMT-07:00) Pacific Daylight Time (US & Canada)

    8. (GMT-07:00) Arizona

    9. (GMT-07:00) Mountain Standard Time (US & Canada)

    10. (GMT-06:00) Mountain Daylight Time (US & Canada)

    11. (GMT-06:00) Central America

    12. (GMT-06:00) Central Standard Time (US & Canada)

    13. (GMT-05:00) Central Daylight Time (US & Canada)

    14. (GMT-06:00) Mexico City-Standard

    15. (GMT-05:00) Mexico City-Daylight

    16. (GMT-06:00) Saskatchewan

    17. (GMT-05:00) Bogota, Lima, Quito

    18. (GMT-05:00) Eastern Standard Time (US & Canada)

    19. (GMT-04:00) Eastern Daylight Time (US & Canada)

    20. (GMT-05:00) Indiana (East)

    21. (GMT-04:00) Atlantic Standard Time (Canada)

    22. (GMT-03:00) Atlantic Daylight Time (Canada)

    23. (GMT-04:00) Caracas, La Paz

    24. (GMT-04:00) Santiago-Standard

    25. (GMT-03:00) Santiago-Daylight

    26. (GMT-03:30) Newfoundland-Standard

    27. (GMT-02:30) Newfoundland-Daylight

    28. (GMT-03:00) Brasilia-Standard

    29. (GMT-02:00) Brasilia-Daylight

    30. (GMT-03:00) Buenos Aires, Georgetown

    31. (GMT-03:00) Greenland-Standard

    32. (GMT-02:00) Greenland-Daylight

    33. (GMT-02:00) Mid-Atlantic Standard Time

    34. (GMT-01:00) Mid-Atlantic Daylight Time

    35. (GMT-01:00) Azores-Standard

    36. (GMT) Azores-Daylight

    37. (GMT-01:00) Cape Verde Is.

    38. (GMT) Monrovia, Casablanca

    39. (GMT) Greenwich Mean Time; Dublin, Edinburgh, London-Standard

    40. (GMT+01:00) Dublin, Edinburgh, London-Daylight

    41. (GMT+02:00) Dublin, Edinburgh, London-Double Summer

    42. (GMT+01:00) Berlin, Stockholm, Rome, Bern, Vienna, Amsterdam-Standard

    43. (GMT+02:00) Berlin, Stockholm, Rome, Bern, Vienna, Amsterdam-Daylight

    44. (GMT+01:00) Prague, Belgrade, Bratislava, Ljubljana, Budapest-Standard

    45. (GMT+02:00) Prague, Belgrade, Bratislava, Ljubljana, Budapest-Daylight

    46. (GMT+01:00) Paris, Madrid, Brussels, Copenhagen-Standard

    47. (GMT+02:00) Paris, Madrid, Brussels, Copenhagen-Daylight

    48. (GMT+01:00) Lisbon, Warsaw, Sarajevo, Sofija, Skopje, Vilnius, Zagreb-Standard

    49. (GMT+02:00) Lisbon, Warsaw, Sarajevo, Sofija, Skopje, Vilnius, Zagreb-Daylight

    50. (GMT+01:00) West Central Africa

    51. (GMT+02:00) Athens, Istanbul, Minsk-Standard

    52. (GMT+03:00) Athens, Istanbul, Minsk-Daylight

    53. (GMT+02:00) Bucharest-Standard

    54. (GMT+02:00) Bucharest-Daylight

    55. (GMT+02:00) Cairo-Standard

    56. (GMT+03:00) Cairo-Daylight

    57. (GMT+02:00) Harare, Pretoria

    58. (GMT+02:00) Helsinki, Riga, Tallinn-Standard

    59. (GMT+03:00) Helsinki, Riga, Tallinn-Daylight

    60. (GMT+02:00) Israel

    61. (GMT+03:00) Baghdad-Standard

    62. (GMT+04:00) Baghdad-Daylight

    63. (GMT+03:00) Kuwait, Nairobi, Riyadh

    64. (GMT+03:00) Moscow, St. Petersburg-Standard

    65. (GMT+04:00) Moscow, St. Petersburg-Daylight

    66. (GMT+03:30) Tehran-Standard

    67. (GMT+04:30) Tehran-Daylight

    68. (GMT+04:00) Abu Dhabi, Muscat

    69. (GMT+04:00) Baku, Tbilisi, Yerevan-Standard

    70. (GMT+05:00) Baku, Tbilisi, Yerevan-Daylight

    71. (GMT+04:30) Kabul

    72. (GMT+05:00) Ekaterinburg-Standard

    73. (GMT+06:00) Ekaterinburg-Daylight

    74. (GMT+05:00) Islamabad, Karachi, Tashkent

    75. (GMT+05:30) Bombay, Calcutta, Madras, New Delhi, Colombo

    76. (GMT+05:45) Kathmandu

    77. (GMT+06:00) Almaty, Novosibirsk-Standard

    78. (GMT+06:00) Almaty, Novosibirsk-Daylight

    79. (GMT+06:00) Astana, Dhaka, Sri Jayawardenepura

    80. (GMT+06:00) Rangoon

    81. (GMT+07:00) Bangkok, Jakarta, Hanoi

    82. (GMT+07:00) Krasnoyarsk

    83. (GMT+08:00) Beijing, Hong Kong, Chongqing, Urumqi

    84. (GMT+08:00) Irkutsk, Ulaan Bataar

    85. (GMT+08:00) Kuala Lumpur, Perth, Singapore, Taipei

    86. (GMT+09:00) Tokyo, Osaka, Sapporo, Seoul

    87. (GMT+09:00) Yakutsk

    88. (GMT+09:30) Adelaide-Standard

    89. (GMT+10:30) Adelaide-Daylight

    90. (GMT+09:30) Darwin

    91. (GMT+10:00) Brisbane

    92. (GMT+10:00) Canberra, Melbourne, Sydney-Standard

    93. (GMT+11:00) Canberra, Melbourne, Sydney-Daylight

    94. (GMT+10:00) Guam, Port Moresby

    95. (GMT+10:00) Hobart-Standard

    96. (GMT+11:00) Hobart-Daylight

    97. (GMT+10:00) Vladivostok

    98. (GMT+11:00) Magadan, Solomon Is., New Caledonia

    99. (GMT+12:00) Wellington, Auckland-Standard

    100. (GMT+13:00) Wellington, Auckland-Daylight

    101. (GMT+12:00) Fiji, Kamchatka, Marshall Is.

    102. (GMT+13:00) Tonga

Preferred Agent Assignment for Activity Settings

These settings assist in configuring the application to route incoming chat and messaging activities according to a preferred agent preference. With preferred agent assignment enabled, agents can be automatically assigned as the preferred agent for a customer, or they can manually mark themselves as the preferred agent. The application can then route activities to the preferred agent based on the configurations of the following settings.

Enable preferred agent assignment

Use this setting to enable to application to assign chat activities to agents based on the preferred agent assigned to a customer.

  • Access level: Partition settings, Department settings

  • Default value: All Queues

  • Value options: All Queues; None

Set last assigned agent as preferred agent

Use this setting to automatically assign the agent who most recently handled a customer's chat or messaging activity as the preferred agent for the customer.

  • Access level: Partition settings, Department settings

  • Default value: Enabled

  • Value options: Enabled; Disabled

Allow agent to set preferred agent

Use this setting to allow agents to mark themselves as the preferred agent for a customer.

  • Access level: Partition settings, Department settings

  • Default value: Disabled

  • Value options: Enabled; Disabled

Allow agent to reset preferred agent

Use this setting to allow agents to clear the selected preferred agent for a customer. This removes the preferred agent from the customer's account and the customer no longer has a preferred agent assigned.

  • Access level: Partition settings, Department settings

  • Default value: Disabled

  • Value options: Enabled; Disabled

Assign to preferred agent

Use this setting to determine the routing method based on preferred agent settings. When set to Available, the new chat or messaging activity is assigned to the preferred agent of the customer only if the agent is marked available for chats or video chats. When set to Logged in, the new chat or messaging activity is assigned to the preferred agent of the customer if the agent is logged in to the application but not necessarily marked available for chats or video chats. When set to Always, the new chat or messaging activity is assigned to the preferred agent of the customer regardless of whether the agent is currently logged in to the application or marked available for chats or video chats.

  • Access level: Partition settings, Department settings

  • Default value: Available

  • Value options: Always; Logged in; Available

Ignore max load for preferred agent assignment

Use this setting to allow preferred agent routing to ignore the max load for an agent. Enabling this setting ensures that new chat and messaging activities are assigned to the customer's preferred agent even if the total number of activities that is currently assigned to the agent is at or exceeding the agent's max load setting. 

  • Access level: Partition settings, Department settings

  • Default value: Disabled

  • Value options: Enabled; Disabled

Preferred agent assignment duration

Use this setting to determine the length of time that preferred agent routing should be active for a new chat or messaging activity before standard routing is used to assign the activity. If this is set to Always, preferred agent assignment routing takes priority and is always active. If this is set to Number of days, the Preferred agent assignment duration in days setting becomes active and can be set to determine the number of days the preferred agent assignment routing is active for an activity.

  • Access level: Partition settings, Department settings

  • Default value: Always

  • Value options: Always; Number of Days

Preferred agent assignment duration in days

Use this setting to determine the number of days that preferred agent assignment routing should be active for new chat and messaging activities. If this number of days is exceeded and the activity still has not been routed to the preferred agent, the activity is then routed to the next available agent with the appropriate permissions.

  • Access level: Partition settings, Department settings

  • Default value: 7

  • Minimum value: 1

  • Maximum value: 365

Auto-pushback chats from preferred agent

Use this setting to decide if new chats assigned to agents should be automatically pushed back from the preferred agent's inbox if they do not click on the activity in the time defined in the Expiry time for auto-pushback for chats setting. For more details, see Chat Auto-Pushback Settings.

  • Access level: Partition settings, Department settings

  • Default value: Enabled

  • Value options: Enabled; Disabled

Chat Timeout Settings

Chat – Custom timeout enabled

This setting provides the ability to have custom timeouts for regular web chats when the customer is inactive. By default, this setting is disabled. Click the Toggle Button_Toggle_Disabled button to enable this setting.

Once this setting is enabled, it cannot be disabled.

  • Access level: Department settings

  • Default value: Disabled

  • Value options: Enabled

Chat – Session timeout (mins)

In this setting, define the time in minutes, after which the chat should terminate. The current system hard timeout is 4 hours from chat initiation, however, if the Chat Custom timeout setting is enabled, then the hard timeout is set to one of the following:

  • If the Chat Session timeout is less than 30 mins, then the hard timeout is set to 30 minutes.

  • If the Chat Session timeout is greater than 30 mins, then the hard timeout is set to 2* Chat Session timeout. For example, if the Chat Session timeout is 1 hour, then the system hard timeout will be 2 hours.

  • Access level: Department settings

  • Default value: 5

  • Minimum value: 5

  • Maximum value: 240

Note:  Chat custom timeout setting can also be enabled for chat and messaging channels such as SMS, Facebook, X, Apple Messages for Business and WhatsApp. The Chat session timeout can be set accordingly depending on the channel selected during channel configuration.