Configure Agent Chat to enable live agents to chat with customers and manage various conversation features for agents and end users. Through Agent Chat, agents interact with end users, create incident or case records, or transfer chats to another agent or queue.

Before you begin

Configure the following before starting this task:

Role required: workspace_admin

Note: You must be in the global view to edit the settings.

About this task

Use Agent Chat settings to do the following:
  • Activate or deactivate:
    • Agent Chat (enabled by default).
    • Display of agent names and avatars the chat window.
    • Display of the agent name in the header.
    • Chat transcript downloads.
    • Display of estimated wait time for live chat support (transfer from the virtual agent to a live agent).
    • Agent Whisper, which enables supervisors to message agents privately when agents are interacting with an end user. For new instances, Agent Whisper is enabled by default.
    • Emojis.
    • Conversation history.
    • Conversational autopilot client system messages.
  • Set the system messages that are displayed when a live agent transfer occurs.
  • Manage Quick Action controls.

Procedure

  1. Navigate to All > Conversational Interfaces > Home.
  2. Select the Agent Chat tile.
    The Agent Chat settings screen titled "Customize how your users chat with live agents" appears.
    Note: Agent Chat is automatically activated when the Agent Chat plugin is installed. If you're not using Agent Chat, slide the toggle switch to deactivate it and select Save.
  3. Activate Agent Chat by enabling the Activate option.
  4. Configure the options.
    Table 1. User chat settings
    Field Description
    Agent names and avatars

    Slide the toggle switch to activate or deactivate the display of the agent names and avatars in the Agent Chat client when a live agent enters, transfers, or exits a chat. Agents set their names and pictures in their Live Feed profiles.

    • If activated, the Agent name in header is automatically activated and displays the agent name at the top of the chat client.
    • If deactivated, agent identities remain anonymous. No names or avatars are displayed in the chat window.
    Agent name in header

    Slide the toggle switch to activate or deactivate the display of the agent name in the header of the chat window. This option is active by default.

    This field appears if Agent names and avatars is active.
    Transcripts Slide the toggle switch to activate or deactivate the ability for requesters to download a transcript of the conversation they had with an agent.
    Table 2. Chat statuses and messages
    Field Description
    Live chat wait status
    Select whether to display the estimated wait time for live agent support in the chat menu for web clients. If you're using the Conversational Integration with Microsoft Teams, the wait time displays in a card that shows the approximate wait time to chat with an agent.
    • The wait time is the estimated time, in minutes, for the transfer from the virtual agent to a live agent.
    • The wait time updates once per minute. Wait time is based on the Queue Average Wait Time minus the waiting time.
    Agent Transfer Message

    Enter the message that users see when they are transferred to a live agent or another queue. For example: "Please stand by while I connect you to a live agent."

    Note: You can define only one transfer message and it is displayed for all queues in your instance. The Agent Transfer message does not support HTML, only plain text.
    "No agent available" message

    Enter the message that users see when a live agent is not available. For example: "No agents are available at the moment. Please try again later."

    Note: You can define only one agent availability message and it is displayed for all queues in your instance.
    Table 3. Agent chat features
    FieldDescription
    Agent Whisper

    Slide the toggle switch to activate or deactivate Agent Whisper, which enables supervisors to message agents privately when agents are interacting with a requester.

    Note: If you deactivate Agent Whisper, you must manually deactivate the /help quick action.
    Emojis

    Slide the toggle switch to activate or deactivate emojis.
    Conversation Autopilot

    Slide the toggle switch to activate or deactivate notifications related to Conversation Autopilot, which enables agents to use autopilot quick actions to invoke Virtual Agent topics.
    Dynamic language translation Slide the toggle switch to activate or deactivate the dynamic translation of end user's messages.
    Profanity detection

    Select View all to display the Profanity Filter settings screen. This option only displays if the Profanity Filter plugin has been installed. For more information, see Configuring the Profanity Filter settings.
    Conversation History

    Select View all to display the Conversation History screen.

    Set maximum number of past conversation to display in the conversation window and apply filters to only show what is most relevant to agents based on channel type, assignment group, and more.

    For details on configuring the Conversation History options, see Setting up conversation history.
    Table 4. Quick action configurations
    Field Description
    Quick action configurations

    Select View all to display the Quick Action Toolbar Controls screen.

    For details on configuring the toolbar controls, see Setting up quick action toolbar controls.
  5. Select Save.