In Management → Digital → Chat Settings, you can configure:
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Conversation Assignment
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Message Notifications
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End Conversation Confirmation
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Translation Settings
1. Conversation Assignment
1) In-Group Auto Assignment
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When enabled, customer inquiries will be automatically assigned to agents within the group.
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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.
2) Chatbot
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When enabled, customer inquiries will first check for keywords or customer tags to trigger corresponding automated processes.
Notes:
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If both Auto Assignment and Chatbot are enabled, Chatbot rules take priority.
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If Chatbot is disabled or no bot is triggered, the session will go to the unassigned list – default group.
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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.
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Even Distribution: Conversations are distributed evenly to online agents, based on the total number of conversations currently handled by each agent.
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Assign to Previous Agent: Conversation is assigned to the agent who handled this customer’s previous conversation.
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Maximum Concurrent Conversations: The maximum number of conversations an agent can handle simultaneously.
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Exceeding this limit will prevent new conversations from being assigned to the agent.
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Can be set according to your needs (supports 1–unlimited).
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2. Message Notifications
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When enabled, new messages will trigger a notification sound, and the navigation bar will display a notification.
Notes:
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Conversation Sorting – Updated Time: Conversations are sorted based on last update time, including receiving, transferring, assignment, or replies.
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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.
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Conversation Sorting – Message Update Time: Conversations are sorted based on the latest message update time between both parties.
3. End Conversation
1) End Conversation Confirmation
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When enabled, a confirmation popup appears in the chat window before ending a conversation.
2) Auto-End Conversation on Timeout
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When enabled, conversations will be automatically ended after the specified time.
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Options include: 24 hours, 48 hours, 72 hours, or 24 hours of no customer response.
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Ended conversations will no longer appear in the chat window.
4. Translation Settings
1) Real-Time Translation
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When enabled, messages from customers in different languages will be translated in real time during live chat.
2) Default Customer Language
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When a conversation starts, if not manually changed, the system will assume the selected default language for the customer.