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.

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:

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:

8. Number in Queue

• Show customers their queue position in a system message.

• Helps set clear expectations for response time.