# Chat settings

## 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.

<figure><img src="/files/TWhxmfnTcSXkI3MbcSl6" alt=""><figcaption><p>Conversation Settings icon</p></figcaption></figure>

<figure><img src="/files/FtRAQaiylRIuAfCUjtCv" alt=""><figcaption><p>Chat settings panel</p></figcaption></figure>

## 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

<figure><img src="/files/AWp1YDs5wMSoC3TplBh6" alt=""><figcaption></figcaption></figure>

* There are 5 fields that you might need to know

<figure><img src="/files/YfeDQDS1O49shByLh9l8" alt=""><figcaption></figcaption></figure>

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

      <figure><img src="/files/zdcBt0OytcbpcCXxeGpZ" alt=""><figcaption></figcaption></figure>
   2. Tag conversation: When using this action, you can automatically tag a conversation when sending a quick message.

      <figure><img src="/files/HssGyf0jS6Cc4RI4qgbA" alt=""><figcaption></figcaption></figure>
   3. Close conversation: When using this action, you can automatically close the conversation when sending a quick message.

      <figure><img src="/files/J8f1PR3v7yqsNTXpRlfY" alt=""><figcaption></figcaption></figure>

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.

   <figure><img src="/files/r3hVTpOcJegbY6KAKjNl" alt=""><figcaption></figcaption></figure>

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

   <figure><img src="/files/YUUJjl1xzTFLzzzag3zM" alt=""><figcaption></figcaption></figure>

See how to use Shortcut in Video:

{% embed url="<https://drive.google.com/file/d/1Oxg8S3vnby_558uaWPO7kOpJd6J2a8cT/view?usp=sharing>" %}

### 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.

<figure><img src="/files/1maEGOV2QD2nwEi3I5cA" alt=""><figcaption></figcaption></figure>

### 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.

<figure><img src="/files/FT0Etut4Ktu59d1LGH6F" alt=""><figcaption></figcaption></figure>

### 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.

<figure><img src="/files/Tl9HZPRM0CFwFZmUlesc" alt=""><figcaption></figcaption></figure>

### 5. Voice Message

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

<figure><img src="/files/K4QxWbd3JQLwupyYRWso" alt=""><figcaption></figcaption></figure>

### 6. Practitioner name

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

<figure><img src="/files/raYLMFk6Sn8KYxzyUoRq" alt=""><figcaption></figcaption></figure>

### 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.

<figure><img src="/files/oCRIHm9UKBBgTp3W7dBD" alt=""><figcaption></figcaption></figure>

See more on how to use Auto-close conversation:&#x20;

{% embed url="<https://drive.google.com/file/d/1ZBDptVY106oXCf6thiwc4iyVJG8DzLkk/view?usp=sharing>" %}

### 8. Number in Queue

* Show customers their **queue position** in a system message.
* Helps set clear expectations for response time.

<figure><img src="/files/g398q17P5A0PGQiUNg23" alt=""><figcaption></figcaption></figure>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://documents.cxgenie.ai/live-chat-and-support/chat-settings.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.