Channel General Settings
To access General Settings, go to Settings → Channels, then click on the General Settings tab for the channel.
The settings include:
Chat Settings
Chat Queue Settings
Working Hours Settings
Chat Assignment Settings
Reply on Conversation Status Change
Chat Settings
The Chat Settings let you activate the following options:
Assign Chat to First Replier: If any user replies to a chat, that chat will be automatically assigned to that user.
Keep a Chat unread on click: If a user clicks on a chat, it will not be marked as read automatically. It will remain as unread unless a manual action is performed.
Send Chat Notifications to the Managers: When turned on, all administrators will also receive a notification when an incoming conversation is received.
Send Agent Name in Text Messages: When enabled, the user's name will be sent along with their text messages. The name will appear above the messages sent by that specific user.
Response Wait Timer: This feature shows how long the customer and agent have been waiting since their last message, providing real-time wait time updates.
To turn on a feature, simply toggle the On/Off button.
Chat Queue Setting
This setting allows you to manage your automation when a conversation has been pushed to a queue. The available functions are:
Enable automatic closing of chats from the queue.
Enable automatic closing of chats from the bot.
Enable auto-assignment for queue chats.
When any of these options are turned on, you will have more settings to automatically close the chat or send a message within a specific timeframe.
Working Hours Settings
To define the business hours and holidays for a particular channel, you can use the Working Hours setting.
Simply click the Edit icon.
Then, activate the days you work and mention the time.
If you want to declare holidays, click the Holidays field and then select the dates.
Once you have added your working hours and holidays, click Apply.
Chat Assignment Settings
Chat Assignment Settings typically refers to the configuration options for managing how incoming chats are assigned to agents or representatives. Here's a general guide on how you might access and configure these settings:
Agent Availability: Automatically send a reply message to a chat when it is assigned to an available agent.
Agent On Break: Automatically send a reply message to a chat when it is assigned to an agent with an Offline status during Working Hours. You can also push that chat into the Department Queue.
Non-Working Hours Status: Automatically send a reply message to a chat when it is assigned to an agent during Non-Working Hours. You can also push that chat into the Department Queue.
If you wish to Round Robin one-by-one to users from Automation, you need to set which roles this rule shall be applied from here. Once set, only users having that specific role would be assigned. You can set more than one role here.
Reply on Conversation Status Change
In Marqvia, the Conversation Status Change feature allows you to set a default message for chosen conversation statuses.
For example, if the conversation status is "Open," a specified message is automatically sent whenever a conversation is marked as open, providing consistent communication.
Within the Conversation Status section, you'll find options to set default messages for each status:
Open: Message sent when a conversation is marked as open.
Closed: Message sent when a conversation is closed.
Waiting for Response: Message sent when awaiting a response.
Enter the desired message for the chosen status. After configuring the messages, click Save to apply the changes.
You can also set the conversation status and customize the messages for each chat individually. Refer here for more information.
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