In this module you can configure the chat that will serve as a means of Alternative communication between a user and a specialist. To do this, It is necessary to have the option Enable integration with the chat. See 2.1.3 Defaults.

To start the chat setup, go to General Settings > Chat > Settings.

Select the project you want to set up chat on.

Configure the chat support parameters that are requested in the eyelashes General and Messages and shortcuts:

By clicking Associate specialists, a window will open for Add the specialists who will serve the users who connect through chat.

⚐ Note: The configuration of General and Messages and shortcuts are transversal, the configuration of Associate specialists if it is carried out by project.

When adding the specialist or group of specialists, select the level of care, as follows:

• Level 1: It will serve user-initiated conversations from the client console.
• Level 2: it will only attend conversations that are transferred by another specialist.

To disassociate any specialists, check the box for that specialist, and then click Erase.

Then go to General Settings > Chat > Creating Chat Cases to configure the cases that are created by default, from a conversation initiated in the chat.

These cases are created in one of the following circumstances:

• From the User Console, when a user logs in to the chat and there are no Specialists connected. The user will be able to send a message through the chat and this message will become a case that will be registered with the data that the administrator has previously configured.
• From the Specialist Console, when a Specialist decides to convert a chat conversation into a case, it will be logged with the data that the administrator has previously configured.

⚐ Note: To create cases from consoles via chat, you must select templates whose templates do not have mandatory fields.

To display the metrics for each specialist when answering chats, click General settings > Chat > Admin.

You will be able to observe the statistics and ratings that users gave to each of the specialists.

Click View Detail to see the record of conversations that the specialist has had with each user.