Live Chat Settings Feature

Earlier, if a Team Member intervened a chat but failed to click 'Resolve' after solving the query, the next time when the same user sends a message, the chat would not appear active in any other Team Member's AiSensy Live Chat section. It would only appear active in the same Team Member's Live Chat & only he would be able to resolve the chat.

The chat would go to the History page after 24 hours of inactivity, but it will still appear in the same Team Member's intervened chat column.

Now, this can be a problem, especially if the owner or manager deletes that Team Member. If they do so, new chats from those users wouldn't be visible to your other Team Members. They would not be visible, even if they've sent you a message.

That's where Live Chat settings come in!

Enabling the 'Auto-resolve Chat' will automatically resolve chats after 24-hours of inactivity, even if the Team Member forgets to press the 'resolve' button.

This would enable all chats to be resolved automatically & appear in all Team Member's Live Chat sections whenever the user messages again.

Let's understand the 'Auto-resolve' feature with an example of 2 Team Members: Team Member 1 & Team Member 2.

Team Member 1 Intervenes a User 'Shivam'.

Now, he has solved the user's query but forgot to click the 'Resolve' button at the top of the screen as shown in the below image.

Now, let's check the point of view of another Team Member with access to the same project. Let's name him Team Member 2.

Since the chat is still in the intervened state at the end of 24-hours, here's what Team Member 2's POV will be👇

Now, let's suppose the business has kept the 'Auto-resolve' feature on, this is what will happen at the end of 24-hours👇

Since 'Auto-resolve' was on, the user was resolved automatically. Now, when they send a new message, Team Member 2 is able to view the user and can intervene the chat!

As you can see, with the 'Auto-resolve' feature on, all unresolved chats automatically get resolved at the end of the 24-hour session window!

Enable this option to allow others to see whether you have read their messages. When enabled, read receipts will indicate that a message has been read, where supported by WhatsApp.

This setting applies to all incoming chats and helps customers know when their messages have been read. If disabled, read receipts will not be shared with customers.

Note: This setting applies to all incoming chats and cannot be managed separately for individual conversations.

Enable Read Receipts first to use typing indicators.

Enable this option to display a typing indicator to customers when you are preparing a response to their messages. This lets customers know that you are actively working on a reply and helps improve their overall chat experience.

Typing indicators are particularly useful when you need a few seconds to prepare a response, check information, or retrieve the details required to assist the customer.

Recommendation: Keep this option enabled to provide a more interactive and responsive messaging experience.