Visitor Chat Window Settings


Customize visitors's chat window settings, enhance real-time monitoring of your team's performance, and accurately configure your chat dashboard's timezone to improve user interactions, boost team efficiency, and elevate customer satisfaction.


Follow the step-by-step instructions in the help article to improve user interactions, streamline your team's efficiency, and increase customer satisfaction. 


Watch a quick video to go through different aspects of chat window settings:


Video About: How to Customize Your Live Chat Window


Or continue reading to learn it step-by-step.


By configuring visitor’s chat window settings:


  • Enhanced User Experience: Enable features like emoticons and file sharing to make chats more interactive and helpful.
  • Improved Support and Insight: Collect vital information through chat interactions to better understand and assist visitors.
  • Increased Efficiency: Monitor chat interactions in real-time to optimize response times and overall team performance.


Here's a preview of the visitor's chat window:


Visitor's Chat Window Preview


In this article, you'll learn,


1. How to Customize Chat Window Settings

2. How to Customize Real-time Monitoring

3. How to Set the Chat Dashboard Timezone


 How to Customize Chat Window Settings


Step 1: On your dashboard, go to  Settings.


Open ProProfs Chat Settings


Step 2: Customize Chat Window Options

  • Select 'Chat Window' from the drop-down on the left.
  • Click 'Settings' to open the visitor chat window settings.
  • Turn on or off the settings as needed:


Each setting for the visitor chat window is explained below:

  • Emoticons: Let your visitor use emoticons during a chat.
  • File Upload: Let your visitor share a file during a chat.
  • Chat Rating: Let your visitor rate your operator during and after a chat session.
  • AutoClose: Set a time limit for chat inactivity. When this time limit is over, that particular chat session is closed automatically.
  • Email transcript to operators: Chat transcript is sent automatically to the chat operator after a chat session.
  • Email transcript to visitor: Chat transcript is sent automatically to the visitor after a chat session is over.
  • Timestamp: Enable timestamp for each chat message during a session, visible to both the operator and the visitor.
  • Hide chat icon: Use the setting to hide the offline chat icon when operators are unavailable to take chats.
  • Wait Time Message: Let your visitors know whether their chat request is in the queue and its current status.


Configure the Chat Window


Once done, don't forget to click Save at the bottom of the screen. 


 How to Customize Real-time Monitoring


Step 1: On the Settings page, click 'Real-Time Monitoring'.


Configure the chat monitoring window


Real-Time Monitoring settings enable the operators to manage wait time, auto-logout, and obtain visitor location:


  • Maximum Wait Time: Set a duration for an operator within which they can accept a chat request. The visitor can still send offline messages if the chat request is unaccepted.


  • Operator Availability: Set a specific time based on your timezone or availability duration, after which you want your chat operators to log out or go offline.


Set operator availability


  • Hide Visitors: Use this option to see only those visitors in the waiting queue for a chat. It hides the remaining website visitors.


  • Show Visitor's IP: Get information about the visitor's IP address in the monitoring window.


  • Show Visitor's Location: You know your visitors' location in the real-time monitoring window. 


  • Show Bot Conversation: Operators can view the ongoing conversation between users and the AI bot. It will also allow a chat operator to take control of the chat at any stage to assist the user.


  • Inactivity alert: Set up an inactivity alert to notify the super admin if an operator accepts a chat but fails to reply within the specified inactivity period, helping to spot and fix slow responses.


Bot conversation in the ongoing chat list


The user will be notified when an operator takes over the chat in the chat window.


Notification for operator joining the chat


  • Chat Routing: You can pick any one of the routing algorithms:
  1. Less Busy: Route the chat to an operator who is handling the lowest number of active chats at the time of an incoming request.
  2. Round Robin: The round-robin method in ProProfs Chat routes chats to operators one by one in sequential order. Chats are initially assigned from the first to the last available operator. Once all operators have received their first round, subsequent rounds begin from the first operator. If an operator becomes busy, they are temporarily moved to the end of the queue and receive chats when their turn comes up again. This method evenly distributes the workload among operators.


  • Operator's Status: You can add custom status for operators to pick from based on their activity when they are not online. It will help you monitor their overall performance.


Choose your chat routing algorithm and add custom operator status


Click Save when you're done making changes to the settings.



 How to Set the Chat Dashboard Timezone


Step 1: Select Timezone:

  • Navigate to Settings from the dashboard.
  • Under Chat Window on the left panel, click Settings.
  • Click Select your time zone on the top right of your screen.


Set the time zone of your live chat window


Step 2: In the pop-up window,


Follow these screenshot instructions:


Select the country and the time zone for your live chat window


1. Select the country from the drop-down list

2. Set the timezone


Step 3: Click 'Save' to confirm your selection.


By following these steps, you can effectively personalize your chat interface and monitoring capabilities to meet your business's and its customers' specific needs. Contact our support team if you encounter any issues or have any questions.



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