Admin Settings
Central console to configure various settings to optimise your contact center operations
- Admin Settings OverviewThe Admin Settings page acts as a central console to help Users configure settings for all SAC features. This page has 2 sections - one for Business Settings…
- Custom Fields (Chat Disposition)Overview Every chat offers crucial insights that brands should record to improve products and services according to customers’ expectations. With Haptik, you…
- Canned ResponsesCanned Responses help agents send rapid and apt responses to the users. The Team Leader can upload the Canned Responses for the team from the Canned Responses…
- Chat Assignment RulesIntroduction Chat Assignment Rules enable you to automatically assign chats to specific Teams, using available information related to your customers. This…
- Team Offline MessagesOverview In scenarios where users attempt to connect with your Team during its business hours, but all Agents are logged out at the time, this feature can be…
- Queue Wait Time MessagesOverview Queue Position and Average Queue Time are the two settings that can be used to keep your users informed about their position in the chat queue, and…
- SLA PoliciesThis feature documentation will guide you through the process of configuring Service Level Agreements (SLAs) for your agents in order to optimize contact…
- Team Queue OverflowBeta Feature This feature is currently in beta. To get access, please contact your customer success manager. This feature is only available to SAC Pro…
- General SettingsOverview This section will cover General Settings configured for Businesses. To access these settings, go to the Admin Settings page and navigate to General…
- Closing Categories (Chat Disposition)When an agent closes a chat with a user, they have to select a closing category and reason for closing the chat. They can additionally add notes about the…
- Bulk Complete Chats ManuallyThe Complete Chats section is a tool to complete/close all your open chats (chats can be in different states such as pending, waiting, or queued). Step 1…
- Agent Assignment LogicOverview When a chat reaches the Smart Agent Chat tool, a team gets assigned to the user. After reaching the team, an agent receives the chat. Agent Assignment…
- Business Operational HoursBusinesses often have specific operational hours when their customer support agents are available to assist customers. This document will guide you through the…
- User Recall MessagesOverview You can configure the recall message to get the user back in the conversation. This message is sent once the chat has started with the agent but the…
- Live Chat Translation for Agent MessagesBeta Feature This feature is currently in Beta. For early access, please reach out to your Customer Success Manager. Overview Smart Agent Chat enables your…