Settings
Customize the live chat settings for your WotNot account.
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Customize the live chat settings for your WotNot account.
You customize the live chat experience of your chatbot from the live chat settings page.
Goto Settings > Live Chat settings.
Configurations offered for human handover are:
Assign conversations to the "Unassigned" view if no teammates are available
If no agent is available during a handover, the chat is moved to the Unassigned tab so it’s not lost and can be reassigned later.
Assignment rules only consider users who have an active WotNot tab on their browser
Ensures chats are assigned only to agents who actually have the WotNot dashboard open and are actively working.
Auto-set user status to Available
Automatically marks the agent as Available as soon as they log in, so they can start receiving chats right away without manually changing their status.
Auto-assign unassigned chats
Chats sitting in the Unassigned queue are automatically distributed to available agents as soon as they finish or free up from existing chats. Note: Chats are only re-assigned to agents who meet the assignment rules defined in the corresponding “Talk to Human” block.
Max chats per agent — Limits how many chats can be assigned to an agent.
Session duration — The duration for which a chat can remain active. Chats will automatically close after this duration of inactivity.
To ensure timely responses offered to visitors for their messages, you can enable an SLA timer.
Enabling this will immediately show the time left for the agent to respond back to the visitor's query.
Also, if the agent does not send a reply within the specified SLA time, it will be recorded in the Agent analytics page.
Enables your agents to generate responses using AI referring to a "Knowledge base" of data sources like your help docs, SOPs etc.
Learn creating a knowledge base
When enabled, let's you choose the agents whose manual interactions will also be added to the selected knowledge base on an ongoing basis.
This helps the co-pilot in generating better responses.
When enabled, and if the user is chatting in a foreign language other than the user's selected language on the WotNot platform, it will display a prompt to translate all incoming and outgoing messages to that user.
This functionality is powered by Microsoft Azure Translator service and supports 100 languages. Learn more
Once "Start translation" is chosen, all incoming user messages will be displayed in the user selected language.
All messages sent by the agent to the user are also translated in the language the user is interacting in.
The user also sees a "Shows original" to display the actual text the agent sent.
Choosing these options lets you show/hide certain chats from other agents in your team.
The "Talk to human" blocks will only transfer chats to humans during the mentioned time slots here.
If a chat transfer occurs beyond the operational hours, the chats will move in the failure flow.
Make sure to double check your account timezone.
SLAs will not be applied on these days.
You can also mark holidays as recurring that occur every year.
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