Company Availability
Company Availability
Go to app.getsignals.ai
1. Click "Settings"
First, click on your Profile in the bottom left corner, then click on Settings.
2. Go to "Chat Settings"
Go to "Chat Settings," and then select "Chat Settings" again, directly underneath it.
3. Configure display and chat settings
Determine how often the chat prompt will show on your site. You can choose to always display the chat prompt (if this is the case, you need to configure the "Visitor Conversations" section below it.
You can display the prompt during company hours or only display it when a bot fires. You can manage when and where bots fire in PlayMaker.
4. Starting new conversations
If a page of your website doesn't have a chatbot assigned to fire on it, users will be able to click on the prompt icon and start a conversation. On pages that have bots assigned, those chatbots will fire, but the user can start a new conversation by clicking the plus button on the top right of the chat.
Note: If this option is checked, you will need to select a default chatbot to fire when a visitor starts a conversation.
5. Establish company availability
You can manually switch company chat availability on and off, or have the system automatically switch between available and unavailable according to the hours you set.
6. Set agent routing rules
To prevent overloading a single agent with more conversations than they can handle, you can set a "conversation balance threshold". When an agent's current count of open conversations reaches this threshold, they will be skipped in round robin routing until they fall back within the threshold.
Note: If all agents have reached the threshold, round robin routing will continue.
Note: This does not apply to quickdraw routing. Agents who have already reached the threshold will still be included in this type of routing.
7. Adjust conversation close time frame
Signals will auto-close conversations after a specified period of inactivity in the chat. You can adjust this time frame here.
Note: Unless otherwise specified in the integration page, conversation data syncs to the CRM immediately when the conversation closes.
