1. Conversation Assignment

When enabled, customer inquiries will be automatically assigned to agents within the group.
New customers support round-robin or even distribution, while existing customers can be assigned via round-robin, even distribution, or assigned to the previous agent.

When enabled, customer inquiries will first check for keywords or customer tags to trigger corresponding automated processes.

Notes:

If both Auto Assignment and Chatbot are enabled, Chatbot rules take priority.
If Chatbot is disabled or no bot is triggered, the session will go to the unassigned list – default group.
New Customers: Customers not previously registered in NXLink.
Existing Customers: Customers already registered in NXLink.
Round-Robin Assignment: Conversations are distributed rotationally to online agents.
Even Distribution: Conversations are distributed evenly to online agents, based on the total number of conversations currently handled by each agent.
Assign to Previous Agent: Conversation is assigned to the agent who handled this customer’s previous conversation.
Maximum Concurrent Conversations: The maximum number of conversations an agent can handle simultaneously.
- Exceeding this limit will prevent new conversations from being assigned to the agent.
- Can be set according to your needs (supports 1–unlimited).

2. Message Notifications

When enabled, new messages will trigger a notification sound, and the navigation bar will display a notification.

Notes:

Conversation Sorting – Updated Time: Conversations are sorted based on last update time, including receiving, transferring, assignment, or replies.
Conversation Sorting – Customer Waiting Time: Conversations in the unprocessed list are sorted by customer waiting time, with longer waiting times automatically moved to the top.
Conversation Sorting – Message Update Time: Conversations are sorted based on the latest message update time between both parties.

When enabled, a confirmation popup appears in the chat window before ending a conversation.

When enabled, conversations will be automatically ended after the specified time.
Options include: 24 hours, 48 hours, 72 hours, or 24 hours of no customer response.
Ended conversations will no longer appear in the chat window.

When enabled, messages from customers in different languages will be translated in real time during live chat.

When a conversation starts, if not manually changed, the system will assume the selected default language for the customer.