General Settings

general settings in this tab, the setting has been made bot specific so the admin can decide the following functionality by selecting the bot whether or not to assign agents based on their set category enable/disable footer maximum number of customers than an agent can talk to at a time queue time(in seconds) maximum time the customer will wait in the queue enable supervisors to create groups enable customer details editing enable raise a ticket functionality for the agent enable self assign option of chats at agent’s end enable voice/video call allow end customer to initiate video call allow agents to initiate cobrowsing sessions enable followup leads allow agent to resume conversation on whatsapp allow agent to send message after 24 hr session expires enable nps agent not available bot response livechat console colour auto chat disposal enabling this will automatically the chat as resolved when below conditions meet when customer terminates chat when customers end the chat first time after which chat should dispose (in minutes) livechat admin can select the time after which the chat will dispose once the customer terminates the chat session inactivity chat gets resolved because of inactivity of agent or customer time after which chat should dispose (in minutes) non working hour bot response masking pii pii data of customers will be masked enable livechat conversations through email voip in livechat an option to initiate the voip call in pip and a new tab at the agent's and the customer's end agents will be able to self assign chat this is visible unders livechat (admin side) > settings > general settings > enable voip > pip or new tab if the user selects voip in pip the agent and customer can do a conversation over voip in pip i e in the same tab if the user selects voip in the new tab the agent and customer can do a conversation over voip in the new tab i e after initiating the voip call the agent and customer will be redirected to a new tab note the download column option in voip history will only be available when the option "new tab" is selected in enable voip in admin settings if the agent capacity is full for the livechat, now the agents can view & self assign waiting chats these waiting chats are sometimes getting dropped to enable self assignment for agents to enable this option this is visible under cogno chatbot cogno livechat console (admin side) > settings > general settings > enable self assign admin side to "enable self assign option of chats at agent's end" is provided by default, the option will be off on enabling the toggle self assign option of chats at the agent's end will be available email connectivity this helps in communication between the agent and the end user over the email channel to configure this is visible under livechat> settings> general settings> enable livechat conversations through email channel toggle whenever it is enabled and an incoming email is configured, any user/customer that sends an email to that email address gets assigned to an agent as in the existing system allow agent to resume conversation on whatsapp this allows agents to reinitiate a conversation with the customer over whatsapp within the 24 hours connecting window\ this is visible under admin settings > general settings > system settings > allow agent to resume conversation on whatsapp once enabled admin can specify the whitelisted/non whitelisted text to be sent by the agent and also specify the keyword that the customer will use if he wants the session to get reinitiated as well allow agent to send message after 24 hr session expires this allows admin and agents to reinitiate a conversation with the customer over whatsapp after the 24 hours session window expiresthis is visible under admin settings > general settings > system settings > allow agent to resume conversation on whatsapp > allow agent to send message after 24 hr session expires once enabled admin can add whitelisted template text from waba id by adding waba template credentials and verifying the same via meta's api admin cannot edit the reinitiating text in this case since the template message is approved by meta however admin can edit the reinitiating keyword enable nps this is visible under admin settings > general settings > system settings > enable nps admin can enable nps for all channels or keep it enabled in specific channels and turn off the rest