Setting your Instant Messaging Preferences

At any time, you can update your preferences for each of the instant messaging channels created in your help desk. The preferences allow you to assign a different set of agents for each channel. Additionally, you can specify after how long a new ticket should be created for responses received on an existing chat. By default, the threading interval is set to 60 minutes. Any replies coming in after 60 minutes will create a new ticket. You can extend this period up to 24 hours under preferences.

To associate agents with channels:

Click the Setup icon ( ) in the top bar.
Click Instant Messaging under the Channels menu.
Click Preferences under the Instant Messaging sub-menu.
Select a department from the top of the page.
Click Associate Channel corresponding to an agent.
Select the instant messaging channels you wish to associate with the agent.
Click Save.
The agent can view conversations from the chosen channels and reply to customers instantly.

To customize settings for converting chats to tickets:

Click the Setup icon ( ) in the top bar.
Click Instant Messaging under the Channels menu.
Click Preferences under the Instant Messaging sub-menu.
Select a department from the top of the page.
Select the Tickets tab under the Preferences menu.
Select the required channel under the Channels menu.
Select the appropriate time duration under the Timer menu.
This is the duration of time after which a customer's response in an existing chat will create a new ticket.
Your settings will be saved instantaneously.

Note: If the timer selection remains 'None' by default, this will stop the conversion of conversations into tickets.

Read a feature story - Chat transfers made simple

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