Antbuddy.us
  • AntBuddy Inc Documents
    • WhatsApp User Guide
    • Guide to Setting Up WhatsApp on AntCRM
    • Guide to Managing Chats with Whatsapp Customers
    • How to Add and Use Omni Message Templates?
    • Guide to Setting Session
    • Guide to Creating and sending Whatsapp SMS campaign
    • Guide to Sending the Product Carousel
    • Cross-Channel Campaign Guide
    • Guide to sending Product Sample Messages on WhatsApp (Product Catalog)
    • Guide to Register and Payment
      • Register and Login
        • 1. Register
        • 2. Log in
      • Payment
    • AntCrm Customer Management
      • Settings
        • Create users
        • Create group
        • Invite users to the company
        • View permissions
        • Activity permissions
        • What is Ticket? How to create Ticket?
      • Conversation
        • Omni Facebook user guide
          • 1. Facebook integration
          • 2. Setting Up Facebook Fan page
          • 3. Message Management
            • 3.1. Sending Message
            • 3.2. Viewing Conversation History
          • 4. Comment Management
            • 4.1. Customer Support Commenting
            • 4.2. Hiding comments
            • 4.3. Editing comments
            • 4.4. Delete Comments
            • 4.5. Liking/Unliking Comments
          • 5. Post Management
          • 6. Changing the Session Owner
          • 7. Adding support user
          • 8. Tagging session
          • 9. Sending images
          • 10. Marking done
          • 11. Adding message template
            • 11.1. Add/Edit/Delete templates
            • 11.2. Using message template
          • 12. Setting Up Session Timeout
          • 13. Configuring the Timeout
          • 14. Setting Up Auto-Reply and Sending Messages
          • 15. Setting Up Response Time and Pre-Expiration Warnings
          • 16. Customer operations
          • 17. Marking unread
          • 18. Setting up Omnichannel chat Categories
          • 19. Configuring layout
        • Zalo OA user guide
          • 1. Zalo OA integration
          • 2. Setting page
            • 2.1 Add user support
            • 2.2 Auto assign feature and Assignment Mode
            • 2.3 Configure tagging for new customers
            • 2.4 Configure lead source
          • 3. Message Management
            • 3.1 Sending message
            • 3.2 Viewing Conversation History
          • 4. Changing the Session Owner
          • 5. Adding support user
          • 6. Tags
          • 7. Sending images
          • 8. Marking done
          • 9. Adding Message Template
            • 9.1 Add/Edit/Delete
              • 9.1.1 Adding a Message Template
              • 9.1.2 Editing message template
              • 9.1.3 Deleting message template
            • 9.2 Using message template
          • 10. Setting Up Session Timeout
          • 11. Configuring the Timeout
          • 12. Setting Up Response Time and Pre-Expiration Warnings
          • 13. Marking unread
          • 14. Setting up Omnichannel chat Categories
          • 15. Configuring layout
        • Instagram use guide
          • 1. Instagram integration
          • 2. Using Instagram Omni conversations
            • 2.1 Guide to setting up Instagram on AntCRM
              • 2.1.1 Adding support
              • 2.1.2 Assignment configuration
              • 2.1.3 Interactive Configuration
          • 3. Manage chat with customers
            • 3.1 Send message to customer
            • 3.2 View session history
          • 4. Comment Manager
            • 4.1 Hide comment
            • 4.2 Delete comment
          • 5. Change the person assign to session
          • 6. Adding user support
          • 7. Tags for session
          • 8. Send image
          • 9. Mark as done
          • 10. Adding message template
            • 10.1 Add/Edit/Delete template
            • 10.2 Using messenger template
          • 11. Setting up session timeout)
          • 12. Setting Up Response Time and Pre-Expiration Warnings
        • Whatsapp use guide
          • 1. Integrate whatsapp on CRM
          • 2. Setting whatsapp on CRM
            • 2.1 Adding user support
            • 2.2 Setting close session
            • 2.3 ssignment Configuration
            • 2.4 Interaction Configuration
          • 3. Managing Chats with Whatsapp Customers
            • 3.1 Send message
            • 3.2 Viewing Conversation History
            • 3.3 Changing the Session's Assigned Agent
          • 4. Adding a Support User
          • 5. Tagging a Session
          • 6. Sending image
          • 7. Marking a Session as Completed
          • 8. Adding, Edit and Delete omni message template
          • 9. Session Closure Time
          • 10. Configuring the wait time
          • 11. Setting response Time and Pre-expiration Alerts
          • 12. Creating Whatsapp SMS campaign
          • 13. Sending Whatsapp SMS Campaign
          • 14. Sending the Product Carousel
          • 15. Cross-Channel Campaign Guide
          • 16. Create WhatsApp Template via Meta Business Suite
          • 17. Run Template in AntCRM platform
        • Shopee use guide
        • Live chat use guide
        • Lazada use guide
      • Report
        • View Omnichannel conversation report
      • Customer Experience Management
        • 1. Customer survey setting
          • 1.1 Conversations
          • 1.2 Call Center
          • 1.3 Rating criteria setting
          • 1.4 Setting landing page
        • 2. How to use the Agent interface
        • 3. Satisfaction Report
      • Antring Call Center
        • Setting
          • 1. Antbuddy PC
          • 2. Yealink T19 E2 phone
          • 3. IP Phone Grandstream GXP 1610
          • 4. Reset password for administrators
          • 5. Block spam numbers on the AntBuddy admin page
          • 6. Create a user on Call Center
          • User manual for AntBot ChatBot
            • 1. Integrating multi-channel messaging with AntBot Chatbot
            • 2. The basic features of AntBot Chatbot
            • 3. Use Cases of AntBot Chatbot
            • 4. Detailed explanation of the Chatbot node
  • Integration Document Guide
    • AntRing
      • API Registration
      • Use API
      • API List
      • Error Code
    • AntBot
      • AntBot API
      • Voice OTP
      • HTTP Response
    • AntCrm
      • ApiRing AntCrm apis description
Powered by GitBook
On this page
  • 1. Guide to Setting Session Closure Time
  • 2. Guide to Configuring the Wait Time for Reassigning an Agent if a Session is Unanswered
  • 3. Guide to Setting Response Time Limits and Pre-expiration Alerts for Omni Sessions
  1. AntBuddy Inc Documents

Guide to Setting Session

PreviousHow to Add and Use Omni Message Templates?NextGuide to Creating and sending Whatsapp SMS campaign

Last updated 3 months ago

1. Guide to Setting Session Closure Time

This feature allows the system to automatically check and close sessions after a set period of time from the agent's last message.

Step 1: On the left menu bar, click Setting

Step 2: Select Omni Chat

Step 3: Choose the Other Settings

Step 4: Input the desired time, the end-of-session message, and enable the feature

Step 5: Scroll to the bottom of the settings page and click “Save” button

2. Guide to Configuring the Wait Time for Reassigning an Agent if a Session is Unanswered

After the set period, if the assigned agent does not respond, the session will be automatically reassigned to another agent according to the assignment rules.

Step 1: Go to Settings

Step 2: Select Omni Chat

Step 3: Choose the Other Settings

Step 4: Go to Configure the time to change the person in charge when not yet answered → Enter the desired maximum wait time for the session (in minutes)

Step 5: Enable the feature

Step 6: Scroll to the bottom of the settings page and click “Save” button

3. Guide to Setting Response Time Limits and Pre-expiration Alerts for Omni Sessions

This feature allows you to:

  • Set a response deadline for Omni sessions: For example, if set to 30 minutes, and the agent does not respond within 30 minutes, the session is considered overdue.

  • Set a warning before the response deadline expires: For example, if set to 5 minutes, the responsible agent will receive a warning notification 5 minutes before the response deadline expires.

To set this up, follow these steps:

Step 1: Go to Settings -> Omni Chat -> Other Settings

Step 2: Go to Session Configuration -> Config time reply session

Step 3: Input the Time reply session and Warning time reply session

Step 4: Select Enable

Step 5: Scroll to the bottom of the settings page and click “Save” button