Live support settings
Click on any live support node in the assistant builder to edit it and access its settings.
Allow audio/video calling
This checkbox controls whether support agents can initiate voice or video calls to the end user during live chat. To disallow these calls, uncheck the box.
Default: checked, meaning support agents can initiate calls.
Agent group
Which agent groups will receive the conversations that go to this live support node.
Default: "All", the default agent group which contains all team members with the "use agent dashboard" permission.
Emails to be used instead of agent emails(comma separated)
This setting is deprecated and exists only for backward compatibility. Instead, use agent group settings.
SMS notification receivers(comma separated intl phone numbers)
This setting is deprecated and exists only for backward compatibility. Instead, use agent group settings.
Offer customer to leave
These settings allow users to cancel a live support request if they are waiting too long for an agent to join their conversation. If the user does cancel, the flow will follow the live support node's "Customer skipped" exit.
Waiting time before offering to leave
How long in seconds the assistant should wait before offering the user the option to cancel the live support request.
Default: 60, meaning that if no agent joins the conversation after one minute in the live support queue, users will be offered the ability to cancel the live support request.
Message
What text to display to the user when offering the ability to cancel the live support request.
Default: "Sorry to keep you waiting. No agent seems to be available right now. You can continue to wait, or leave the chat to see other alternatives.""
Button label
What text to display on the button that cancels the live support request.
Default: "Leave chat"
Max concurrent conversations per agent
How many conversations a support agent can simultaneously handle.
This setting allows you to define how many conversations your support team can take at once. This is useful so that if more conversations come in than your team can cover, your team isn't overwhelmed and users aren't kept waiting.
If there are too many active or queued conversations for this node's specified agent group already, new conversations that reach this node will not enter the live support queue. Instead, they will follow the node's "No agent capacity" exit.
The exception is conversations that were created via a conversation link. These conversations will always enter the queue as long as there are any active agents in the relevant agent group. If there are no active agents, then even these conversations will follow the "No agent capacity" exit.
Default: Unlimited, meaning all conversations will be allowed to enter the live support queue regardless of how many are active.