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Account Settings

Here the general settings for an account can be changed, such as name and language.

Click on the Settings button in the Live Agent Dashboard sidebar.

Live Agent Dashboard Settings
Live Agent Dashboard Settings

Click on Account Settings. Now you are on the Account Settings screen.

Live Agent Account Settings
Account Settings

Name

The name is the name of your account. When a user exists in multiple accounts, the name will be displayed to know in which account the user is logged in.

Language

The language is the language of your account. All available languages will be displayed in the dropdown.

Conversation Limit per Agent

Live Agent Account Settings
Account Settings Conversation Limit per Agent

The conversation limit per agent is the maximum number of conversations an agent can handle simultaneously. If all the agents reach the limit in an inbox, the new conversations will be unassigned, waiting for new agents to pick them up when their capacity decreased. It counts the number of conversations across inboxes.

For example, suppose the agent is assigned to inbox A and B, and the conversation limit is set to 2. In that case, the agent can handle two conversations simultaneously independently of the inbox they belong to.

Auto Set Away

Live Agent Account Settings
Account Settings Auto Set Away

The Auto Set Away option is used to automatically set the agent as away when the agent is not active. This means the agent is not performing any action into the browser window while it is opened. When the user perform an action, it will be set back to online state automatically.

Note: This does not work if the Live Agent is closed. In this case, the user is set to offline automatically when the browser window is closed.

Auto Resolve

Live Agent Account Settings
Account Settings Auto Resolve

Auto Resolve Duration

The Auto Resolve Duration option automatically resolves the conversation after a certain number of days.

Auto Resolve Action

The Auto Resolve Action option is used to resolve or abandon a conversation automatically. If the Auto Resolve Action option is set to Resolve, the conversation will be resolved. If the Auto Resolve Action option is set to Abandon, the conversation will be abandoned. Filters can be applied based on these statuses.

Automatically Delete Resolved Conversations

Live Agent Delete Resolved Conversations
Account Settings Automatically Delete Resolved Conversations

When the checkbox for automatically deleting resolved conversations is marked, the conversations marked as resolved will be automatically deleted. This includes the existing ones as per the warning message.

Account ID and Version

Live Agent Account Settings
Account Settings Account ID and Version

Account ID

The Account ID is the unique identifier of your account. It is used in the Live Agent URLs to identify which account is accessed. For example, a Live Agent URL can be https://liveagent-trial.cognigy.ai/app/accounts/1/dashboard where 1 is the Account ID.

Version

The version is the version of the Cognigy Live Agent running. To check the features and fixes for each version, head over to Release Notes

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