Chat settings

Chat settings live in Settings > Chat, in the Service desk group of Settings. Administrators also reach them from the cog at the end of the tab row on Service desk > Chat, and Open the console at the top of the settings page goes back the other way. They apply to every widget, the portal and the tray, and to every channel unless the channel sets its own. Only administrators can change them.

The tabs are Opening hours, Channels, Routing, Widgets, Visitors, Wording, Timings, Wrap-up, Customers, Chat bot, Teams and Slack. On a narrow screen the last ones fold into More. Channels, routing and the wrap-up are covered in Chat channels and routing, widgets in Website widget, portal and tray, the chat bot in The chat bot and Teams and Slack in The Teams and Slack apps.

Each block has its own Save and Discard buttons, and says Saved. once your changes are stored.

Opening hours#

When chat is open#

1. Choose the Opening hours:
   • Business hours: chat follows the hours in Settings > Ticket setup, on the Business hours tab, so SLA clocks and chat agree. This is the default.
   • Our own hours: set a week of hours and a time zone for chat alone.
   • Always open.
2. Leave Closed when nobody is online on to show chat as closed while no technician with Tenvara open is set to Available, so nobody waits for an answer that is not coming. For a channel, only that channel's people count.
3. Choose what happens While closed:
   • Offer a ticket request: the widget says it is closed, when it opens next, and offers the request form.
   • Hide the chat button: the button disappears from your website until chat opens.
4. Press Save hours.

A widget can keep Its own opening hours, set on the widget, and each channel can follow these hours, a business calendar, its own hours or be always open.

Closed days#

Whole days chat is closed on top of the hours: public holidays, training days, the office party.

1. Pick the Date.
2. Say What it is, for example "Christmas Day".
3. Press Add day, add any others, then Save closed days.

Visitors#

What website visitors are asked#

First name is always asked. For Surname, Work email, Phone and Company, choose Required, Optional or Not asked. The email is matched to your contacts, so asking for it means you know who most people are. Portal and tray visitors are not asked: Tenvara already knows them.

Hello is not a problem#

Visitors say what is wrong before a technician is rung. Set the Fewest words and Fewest characters a description needs. Greetings like "hello", "help" or "test" are always turned back with a friendly nudge. Add your own under Also turn back: type a phrase and press Enter.

Files, ratings and transcripts#

Further down the tab you choose whether visitors may send files (and the largest size and allowed types), whether they are asked to rate a chat when it ends, and whether they can have the transcript emailed to them.

Wording#

What visitors read holds every line the widget, the portal and the tray show. Clear a line to go back to the suggested wording.

The sales channel lines never promise a ticket, because an enquiry becomes a lead or an opportunity. Press Save wording when you are done.

Timings#

Timings and rules sets how long things wait, who hears about it, and what happens at the end.

Customers#

Everyone follows the settings on the other tabs unless you give a customer settings of their own.

1. Press Add a customer and choose the Customer.
2. Turn Chat off if their people should not chat. They see the Chat off for them wording and can leave a ticket request.
3. Optionally write Their greeting. Empty uses the usual one.
4. Choose whether Ended chats become tickets: As usual, Always or Never.
5. Press Save.

Each customer with their own settings is listed on the tab, where you can edit or remove them.

Wrap-up#

Wrap-up decides whether technicians are asked how a chat ended (Just end it, Offer the wrap-up or Require an outcome), the list of outcomes, whether chats may only use tags already on the list, and, under Chats you start, how recently a contact must have used the portal for Start a chat to reach them. See Chat channels and routing.