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.
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