> 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

## 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>