Chat Desk User Guide


As a Supervisor, you can tailor Chat Desk to your specific needs by setting your preferences from Settings -> Preferences.

General preferences

Maximum Chats per Agent
Manage your agents' workload by setting the maximum number of chats that can be assigned to them at any given time, e.g. if you have selected "8" chats as the maximum and an agent already has eight open chats, a new incoming chat will be assigned to a different agent.
This number must be between 1 and 100.
Ensure that the maximum threshold you select allows all your agents to be operating at their best level of efficiency. Find the balance between your top agent and your average agent's capability. Overloading agents with chats will inevitably lead to sub-standard customer service.
Automatic Scheduler
If this is enabled, all tickets are automatically assigned to agents as they become available. If disabled, you as the Supervisor manually assign tickets to agents from within the Supervisor Desk.
Additional Agent Notes to Closed Chat
This allows agents to capture additional notes via a pop-up dialog box when ending a chat. In this way, important information about the chat can be added for future reference. If this feature is disabled, the only context available for future interactions will be the customer's chat history.
All notes saved to a chat will be visible to any agent who assists the end-user in future.

TIE Routing

TIE is a bot that can be trained with your company's Frequently Asked Questions (FAQs). TIE uses natural language processing (NLP) for intent recognition to provide FAQs in the form of suggested responses to agents that they can edit and send on to the end-user or simply send on as is.
Use this toggle to set/edit whether you want your chats to be routed to a bot first before routing it to an agent.
Note: To make use of this feature, you require the help of a Clickatell developer.

Live Chat Routing

Last Agent Routing
If enabled, the system always attempts to assign a live chat to the last agent that engaged with the customer. If this agent is not available, the chat is assigned to any other available agent.
If this feature is disabled, live chats are distributed to any available agent based on your settings for 'Chat Routing Distribution' (see below).
Chat Routing Distribution
Select the way that chats should be distributed:
  • Averaged Chat Distribution: Incoming chats are distributed evenly among agents based on the number of chats assigned to them. A chat is routed to the agent with the lowest number of chats first.
  • Random Chat Distribution: Incoming chats are routed at random to any available agent.
For example, say there are five available agents and ten chats come in at the same time. If 'Averaged Chat Distribution' is selected, it means that every agent is assigned two chats. If 'Random Chat Distribution' is selected, it is possible that one agent gets assigned six chats, and the other agents each get assigned only one.
Route to Specific Departments
If enabled, you can specify the department(s) where all live chats should be routed first. Chats are distributed to any available agent in these departments. Once routed to these departments, chats can be transferred to other departments. You can also add more departments from here.

Timers and Timeouts

Ticket expiration
Tickets are created when a customer contacts you outside of business hours. You can set the lifespan of a ticket to be up to a maximum of five days (120 hours).
During its lifespan, the ticket can be assigned to an agent and the agent can initiate a conversation with the end-user. Once the customer responds to the agent's message, it creates a new live chat. The original ticket forms part of the chat's history.
A ticket expires after the set duration if there was no interaction on the ticket between agent and client. If a ticket expires, it is marked as a closed chat.
The minimum expiration time you can set is 48hrs. This is to cater for scenarios such as a business that operates Monday to Friday - if a query comes in on a Friday after business hours, the ticket that gets created should not expire before an agent can attend to it on Monday.
Agent chat timeout
If a chat is assigned to an agent and the agent fails to respond for a period of time, the system automatically transfers the chat to another available agent. You can set this timeout duration to be up to a maximum of 24 hours.
Media files expiration
You can set the duration after which media files that were sent/received via Chat Desk get deleted from Chat Desk. Once expired, all media file previews are automatically removed from Chat Desk. The text references to the media file are stored in the chat's history.
For example, if the Clickatell logo was sent as an image in a chat, the logo's image is deleted, but in the chat history it still states 'ClickatellLogo.jpeg sent on 12/10/2020 at 4:45pm'.
Inactivity timeout
Set the duration that a chat session remains open after the last message sent by an agent to the end-user. After the set duration, the chat is closed and archived to the chat history. A new session can be initiated by an agent via an SMS or a templated WhatsApp message (if outside of 24hr window) or a normal WhatsApp message (if within 24hr window).
Pending Chats auto-closure time
Set the duration after which a chat in the "Pending" tab is automatically closed and moved to the "Closed" tab. This setting is only applicable to chats in a 'pending' status.
Remember to save your changes to update your preferences.