> For the complete documentation index, see [llms.txt](https://documents.cxgenie.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documents.cxgenie.ai/live-chat-and-support/chat-settings.md). # Chat settings This section will let you customize the setting of conversation ## Overview When you click the **Conversation Settings** icon, a panel opens on the right side of the screen. This panel provides advanced tools to manage conversations, automate workflows, and organize shortcuts.

## How to use ### 1. Shortcut This feature lets you quickly send a pre-written response when multiple customers ask the same question, eliminating the need to retype your answer. * Click the "Create" button to begin creating a shortcut

* There are 5 fields that you might need to know

1. **Title shortcut and key\_word**: In this section, the "title shortcut" is the name of the shortcut containing the message you want to send to the customer quickly. The "key\_word" is the command that activates the shortcut. To use this in the chat box, type: "/key\_word" to trigger the shortcut you've set up. 2. **Message content**: Create and customize messages quickly to send to customers. Use the toolbar above to format your text and include links. 3. **Action after sending the shortcut**: This button allows you to set the next action after sending a quick message. Currently, CXG enables you to use the following: 1. Assign to: You can assign it to the entire team or to an individual

2. Tag conversation: When using this action, you can automatically tag a conversation when sending a quick message.

3. Close conversation: When using this action, you can automatically close the conversation when sending a quick message.

4. **Accessed by**: A feature in the Live Chat section of CX Genie allows you to customize who can access pre-created quick messages, including the ability to edit them.

5. Topic: is a feature in CX Genie designed to group quick replies under a specific theme, allowing for easier organization and management.

See how to use Shortcut in Video: {% embed url="" %} ### 2. Topics Organize shortcuts into categories (topics) for easier management. * You can edit or delete topics anytime. * Topics help keep quick replies structured and searchable.

### 3. Waiting time Track how long a customer has been waiting for a reply. * Only counts when **neither an agent nor the bot has responded**. * If the bot replies, it is considered an agent response and resets the timer.

### 4. Dynamic avatar * Enable avatar changes based on the current responder. * Helps customers identify if they are chatting with a bot or a human agent.

### 5. Voice Message * Allow customers to send **voice messages** during live chat. * Provides a more personal and quicker communication option.

### 6. Practitioner name Enable this setting to display the practitioner’s (agent’s) name in the system messages within a conversation.

### 7. Auto-close conversation Automatically close conversations after inactivity. * **Default**: 8 hours of no response (from both customer and agent). * **Customization**: Set the time in **hours, minutes, or days**. * **Closing message**: Add a custom message to be sent when the conversation closes. * **Toggle**: Switch *On* to enable this feature.

See more on how to use Auto-close conversation: {% embed url="" %} ### 8. Number in Queue * Show customers their **queue position** in a system message. * Helps set clear expectations for response time.