Chat settings

This section will let you customize the setting of conversation

1. Overview

Click the icon to the right of the Livechat search box to access this setting.

Clicking will open a tab on the right side of the screen.

2. 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

• This feature allows you to save each shortcut (quick message) to your preferred categories, helping you manage all the shortcuts you have previously created.

• You can easily edit or delete the Topic that you want to.

3. Waiting time

This feature allows you to monitor the wait time for customer responses in each conversation. Depending on your preferences, it provides insights into how long a customer has been waiting.

Please note: This feature only applies when neither an agent nor the bot has responded to the customer. If the bot responds, it will be counted as an agent's reply.

4. Chat privacy

The Chat Privacy feature allows you to manage the visibility of conversation content based on specific groups or agents. You can make chats visible to members within your Workspace or only to agents assigned to the conversation.

5. Auto-close conversation

This feature allows you to automatically close a conversation after a fixed period of inactivity, based on your preferred timeframe. By default, CXGenie is set to close conversations after 8 hours of no response from either the customer or the agent.

With this feature, you can customize the duration to be longer or shorter. CXGenie lets you set the time in hours, minutes, or days. Additionally, you can configure a message to be sent when the conversation is closed.

To enable this feature, simply toggle the switch to "On" in the Auto Close section.

See more on how to use Auto-close conversation: