Maximum concurrent chats

← Configuration
You can set the maximum number of concurrent chats. Each agent in a Plus Plan has 2 IM channels, and each agent in  Corp Plan has 5 IM channels, but suppose you want to use only 2 of those 5 channels, in other words handle only 2 simultaneous chats at a time, you just set the number of maximum concurrent chats to 2.

Settings to be done in the Control Panel, menu Agents, click the agent involved, box Basic Information.



Then, as soon as your agent is chatting with 2 (= max. no. of concurrent chats for this agent) visitors at the same time, the next chat will go to the next available agent, and if the other agents are offline or busy, theQueues feature will go into effect: the next visitors will have to wait in the queue. Or, if you have set the maximum Queue length to zero, they will receive the (customizable) message “Sorry, there are no available agents to assist you right now. Please leave us a message.”

 
Examples of an IM client (Messages on iMac) with 2 IM channels, handling 2 chats. The conversations are stacked on top of each other in this client, making it easy for the agent to switch between conversations.



FrescoChat channel 01, agent is currently reading/typing messages with the visitor on channel 01.






FrescoChat channel 02, chat is also ongoing, but the agent is currently reading/typing on channel 01.

Configuration

  1. Create Departments
  2. Trigger rules
  3. Configure your working hours
  4. Chatbox Avatar
  5. Queues - visitors waiting to chat
  6. Timeout settings
  7. Maximum concurrent chats
  8. chat transcripts to your e-mail address
  9. Offline messages
  10. Use custom images / links to open chatbox
  11. Integrating your social media channels in your chatbox
  12. Eyecatching image
  13. Add agent's pic
  14. Customize your Away and Busy IM status
  15. Use 1 IM/Jabber account across multiple FrescoChat accounts
  16. Anti annoying policy
  17. Chat archive
  18. Translate / Localize texts on chatbox
  19. Behavior on mobile devices
  20. Transfer chat session to another agent or department
  21. Gravatar Integration

Feedback and Knowledge Base

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