Account Settings¶
Account Settings allow you to modify various general settings for Live Agent installation, including the account name, language preferences, conversation logic, email and push notifications.
To access the Account Settings, navigate to the left-side menu of Live Agent and click Settings, then select 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¶
The conversation limit per agent is the maximum number of conversations that a human agent can handle simultaneously. If all the agents reach the limit in an Inbox, new conversations will be unassigned, waiting for new agents to pick them up when their capacity decreases. The conversation limit applies to the total number of conversations across all inboxes.
For example, the human agent is assigned to inboxes A and B, and the conversation limit is set to 2. In this case, the agent can handle two conversations simultaneously, regardless of the inbox they belong to.
To set up a conversation limit per agent, follow these steps:
- Go to Settings > Account Settings.
- On the Account Settings page, go to the General Settings section.
- Activate the Set conversation limit for agents option.
- In the Max number of conversations per agent field, specify the desired limit for agents.
- In the upper-right corner, click Update Settings.
The limit will be applied to all Inboxes.
If you want to remove the limit, activate the No conversation limit for agents and click Update 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 performs 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.
Attachment TTL¶
The Attachment TT option automatically deletes the attachments in messages of all the account conversations after a specific time. The time is set in the past days. It is disabled by default.
Auto Resolve¶
Auto Resolve Duration¶
The Auto Resolve Duration option automatically resolves the conversation after a certain number of hours.
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¶
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.
Auto Assign Conversations to a Busy Agent¶
By default, you can manually assign conversations to human agents if they are busy.
To automate this process, you can activate the Assign conversation to a busy agent setting.
Notifications¶
Note
- Push notifications must be enabled in Live Agent and in your browser. Otherwise, they are not available.
- Push notifications are not supported by the Microsoft Edge browser.
As an administrator, you can configure push and email notifications for the following events:
- When a new conversation is created.
- When a conversation is assigned to you.
- When you are mentioned in conversation.
- When a new message is created in an assigned conversation.
This configuration applies to all human agents of your organization account and overrides the agent Profile 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