Live Chat Settings

Enhance your team's efficiency and customer communication with our comprehensive live chat settings. Whether you need to manage conversation visibility, personalise customer interactions, or integrate with external platforms, these features offer flexible solutions to meet your business needs.

Access the live chat settings by selecting the settings tab within the bot and then choosing live chat.

Live Chat Settings Overview

Explore all live chat settings here, including options for closing notes and agent notifications.

Conversation Visibility

Control which conversations live chat agents and team members can view with the Conversation Visibility feature. This setting is crucial for managing access and distributing work efficiently among your team.

Accessing Conversation Visibility Settings

To set up conversation visibility, follow these steps:

Open the Settings from the chatbot main menu.
Go to Live Chat.
Find the Conversation Visibility section.

Visibility Options 1. All Conversations (Default) Description: All agents can access every available conversation.

Who can view:

Owners and Admins: Always have access to all conversations
Supervisors: Have access to all conversations
Agents: Have access to all conversations

2. Only Mine (Assigned to Me) Description: Agents can only view conversations that are directly assigned to them.

Who can view:

Owners and Admins: Always have access to all conversations
Supervisors: Have access to all conversations
Agents: Can only view conversations assigned to them individually

3. Mine + Unassigned Description: Agents can view their own conversations as well as those that are unassigned.

Who can view:

Owners and Admins: Always have access to all conversations
Supervisors: Have access to all conversations
Agents: Can view conversations assigned to them and unassigned conversations*

*Unassigned conversations are those that have not been assigned to any specific agent or group.

4. Mine + My Groups

Description: Agents can view conversations assigned to them and their groups.
Who can view:
Owners and Admins: Always have access to all conversations
Supervisors: Can only view conversations from their groups
Agents: Can view conversations assigned to them and their groups

5. Mine + My Groups + Unassigned Description: A combination of the previous options.

Who can view:

Owners and Admins: Always have access to all conversations
Supervisors: Can view conversations from their groups and unassigned conversations
Agents: Can view conversations assigned to them, their groups, and unassigned conversations

Additional Group Settings Visibility Within Agent Groups When setting up an agent group (found in Workspace Settings > Agent Groups), you can configure additional visibility options:

All Conversations: Agents can see all conversations assigned to the group
Only Conversations Assigned to Me: Agents can only see group conversations specifically assigned to them

Supervisor Settings Supervised Agents Supervisors have an extra setting available:

Access the three-dot menu next to the supervisor's name.

Select "Supervised Agents."

Choose which agents the supervisor will oversee.

Result: The supervisor can view all conversations from the selected agents, allowing for focused monitoring and support.

Permission Hierarchy

Role	Access
Owner	Always sees all conversations, regardless of settings
Admin	Always sees all conversations, regardless of settings
Supervisor	Access varies according to selected configuration
Live Agent	Limited access according to visibility configuration
Member	Same restrictions as agents

Important Notes

Changes to visibility settings require refreshing the page to take effect.
Owners and Admins always have full access, regardless of settings.
Group settings override general settings when applicable.
Unassigned conversations are those without a specific agent or group assigned.

This document covers all the visibility features available in the live chat system.

Live Chat Features

These options can be accessed under the following sections:

Settings	Explanation
Disable Enter Key to send message	By default pressing Enter Key sends a message inside livechat. You can disable this to let Enter key change the cursor to a new line
Disable Reassign conversation by agent	Enabling this setting will stop agents from re-assigning a conversation from them to another agent and vice versa
Any incoming messages reopen the conversation if status is Done or Pending	Enabling this will allow any reply coming from the user to move into Open status regardless if it's Pending or Done.
Hide Icon - User Tags	Hide User Tags from live chat bot user overlay
Hide Icon - Labels	Hide Labels from live chat bot user overlay
Hide Icon - Subscribed Sequences	Hide Subscribed Sequences from livechat bot user overlay
Hide Icon - Shop Orders	Hide Orders from live chat bot user overlay
Hide Icon - Calendar File Generator	Disable generating Calendar file from live chat icon tray
Hide Icon - Send Subflow	Disable sending subflows from live chat icon tray
Hide Icon - Agent Assist	Disable Agent Assist from live chat icon tray
Show Icon - Custom URL	Enables Custom URL feature on live chat icon tray
Hide System Message - All	Hides System Messages from Live Chat for all workspaces members
Hide System Message - Live Chat Agent, Live Chat Supervisor	Hide System Messages from agents and supervisors only
Enable Closing Notes	Enable closing notes for agents
Closing Note Category Is Mandatory	Mandates agents to enter closing note category when moving to Done
Prepend Agent Name To The Message Send By Agent (Whatsapp)	On Whatsapp, Name of agent is prepended when a messages sent from agent
Show only last 4 digits from phone number in livechat - Livechat agent, Livechat supervisor	Masks the phone number of users with *s with only last 4 digits visible. This filter applies to agents and supervisors only. Main usage is privacy from agents
Disable reassign by agent	Doesnt allow agents to reassign the assigned chat to someone else
Mark as read only if viewed by agent	Keeps the chat as unread if read by admins or supervisors

Prepend Agent Name for Web Chat and WhatsApp

Feature Overview

The "Prepend Agent Name" setting in Live Chat allows agents' names to appear before each message they send. This helps customers easily identify the agent they are communicating with, enhancing personalisation and transparency.

Purpose of Prepending Agent Name

When agents take over a live chat, it may be unclear to customers who is responding. Enabling this setting ensures the agent's name appears at the start of each message, helping customers know who they are interacting with. This feature builds customer trust and improves clarity.

Steps to Enable "Prepend Agent Name"

Access Live Chat Settings:
First, access the bot where you want to enable this feature within Flexito OmniAI.
Find Live Chat Settings:
Navigate to Live Chat Settings under the Settings menu.
Look for the option titled "Prepend Agent Name."
Enable the Setting:
Toggle the switch to activate the Prepend Agent Name option.
Once enabled, all messages from agents in a live chat will show the agent's name at the beginning.
Save Changes:
After enabling, ensure you save the changes for them to take effect in active web chat sessions.

Example of Prepending Agent Name

Here's how messages appear with the "Prepend Agent Name" option enabled:

Without Agent Name Prepending:
Message: "Hello, how can I assist you today?"

With Agent Name Prepending:

Message: "John Doe: Hello, how can I assist you today?"

Live chat preview:

WhatsApp preview:

In the second example, the agent's name "John Doe" appears before the message, clearly indicating to the customer who is responding.

Additional Notes

Availability: This setting is available for web chat and WhatsApp only.
Use Case: This feature is particularly useful in scenarios where multiple agents may handle a single chat session, ensuring customers can track who is assisting them.

If you need further help with the Prepend Agent Name setting or face any issues, please contact us. Submit a support ticket by emailing . Our team is ready to assist you!

Custom URL

Set a custom URL for the bot user, which opens a specific third-party platform with the bot user's details when clicked.

This feature is commonly used with CRMs, allowing agents to open their CRM within Flexito OmniAI in an iframe and edit bot user information directly from one screen without leaving Flexito OmniAI.

Enter the URL and select a system variable from the available options below. You can also choose the desired iframe window size from the Target dropdown.

Ensure the Custom URL Icon is enabled in the icon tray.

Go to live chat, click on a conversation, and you will see the custom URL icon. Clicking it should open a popup.

Note: Ensure your CRM supports iframe or popup modals; otherwise, this feature may not function.

Live Chat Integration

Select the platform where you want to transfer the live chat once bot automation is paused. The following platforms are supported:

Note: Ensure your chosen platform is already integrated with Flexito OmniAI in the workspace's integrations section.

Live Chat Auto Pause Minutes

This feature lets you set the duration for auto pause when an agent takes over from automation.

This timer runs while the bot automation is paused.

Live Chat SMS Sender

Select the phone number to send SMS from live chat to bot users. The numbers must be connected in your Twilio/Telenyx account within the workspace's integrations section.

Live Chat Email Profile

Select the email profile to send emails directly from Live Chat. The email must be connected under the SMTP section in the workspace's integrations.

Live Chat Desktop Notifications

Configure desktop notifications for the web app. You can choose when to receive notifications, limited to browser-based desktop notifications.