Helvia LiveChat Settings

LiveChat settings will enable the admin to configure various aspects of the live chat feature to ensure that it meets the operational needs and provides a seamless user experience.

To insert the settings click ‘’ Settings ‘’.

Begin be entering the follow details

• LiveChat Availability: Switch LiveChat availability on or off to control when the feature is active.

• LiveChat Request Timeout: Define the time (in seconds) after which a pending live chat request will expire if not accepted.

• Business Hours: Set the specific time slots during which LiveChat requests will be forwarded to agents. This ensures that live chat support is available only during business hours.

-Timezone: Specify the timezone for the operating hours. Example: UTC.

• LiveChat Queue Configuration: Set the Average Agent Response Time and the Average End-User Waiting Time to provide waiting time information to the End-User, depending on the number of users waiting in queue.

-Average Agent Response Time (Seconds): Enter the average time it takes for an agent to respond to a live chat request.

-Average End-User Waiting Time (Seconds): Define the expected waiting time for the end-user based on the number of users in the queue.

• LiveChat System Messages: Tailor the messages sent to end-users during different stages of the live chat process to enhance communication and clarity.

-Conversation in Progress: There is an active live-chat session at the moment.

-Conversation Terminated: Live-chat ended.

-Conversation Transferred: Live-chat transferred.

-Generic error: These messages will be sent when an error occurs

-LiveChat disabled: These messages will be sent when LiveChat is disabled

-Out of business hours: These messages will be sent when a request is made out of business hours

-Request accepted: These messages will be sent when an agent accepts the request

-Request already exists: These messages will be sent when a request is already pending

-Request missed: These messages will be sent when the user's request expires

Once you have checked your settings, click 'Save changes' at the bottom right of the page.