💡Important Update: IM Channels' Active Chat Time Extended to 24 Hours!
Hi Everyone!
We are happy to announce an update to Instant Messaging Channels (Facebook, Instagram, WhatsApp, Telegram, LINE, and WeChat) that gives you more control over your active chat timing. Now, you can manage your chat idle time separately for channels, providing you with greater flexibility and customization.
What's new?
Earlier, the active chat time handling (chat idle timing) for both the web and channels were managed under brand settings. With this update, you can now manage these settings individually for each channel and web platform. From your SalesIQ dashboard, navigate to Settings > Channel > Select the channel > Preference and set up chat idle time upto 24 hours for all channels.
So, when a chat is connected to an operator, it will remain active for up to 24 hours, based on your configuration. If either the visitor or the operator sends a message during this period, the timer will reset, keeping the chat active for another 24 hours.
Note: The default chat idle time will be set to 24 hours when connecting channels for the first time from now on.
Are you using channels already?
For channels that are already connected to SalesIQ, the current brand settings will be reflected. You will need to manually navigate to the channel settings (Settings > Channel > Select the channel > Preference) and adjust the chat idle time according to your requirement.
If you disconnect and reconnect the channels the chat idle time will be automatically reset to 24 hours (default setting).
Points to remember:
- If the chatbot is enabled for the channel, these settings will not apply. The bot's idle chat configuration will be applied.
- The maximum chat idle time for brands is 12 hours, whereas channels can now have up to 24 hours.
We believe this update will enhance your experience with SalesIQ live chat, providing better management and a more personalized approach to customer interactions.
Best regards,
Zoho SalesIQ Team
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