Guide to Setting Session

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