Start by navigating to Admin > Settings by:
Selecting Office from the application switcher
Navigate to Admin on the navigation panel to the left
Select the Settings tab at the top of the page
You should now see a similar page to the one below
Resolution Tags
To add resolution tags, simply type them into the Resolution Tags section and hit enter.
To delete a resolution tag, hit the X button next to the tag.
Max agent chats
To set a maximum amount of chats allowed per agent, set the value to the number of chats allowed opened ber agent.
To have it unlimited, set the value to 0.
Timezones
You can update your timezone by selecting the timezone from the dropdown as shown below.
Once you have selected the timezone, click update.
Messaging Queues
Creating a messaging queue
To create a messaging queue, start by clicking the + button.
A window should appear similar to the one below.
Start by entering the queue name and the chat timeout in minutes.
Then you may enter queue warnings. Queue warnings will simply cause the chat to flash a colour based on the warning if it has been sitting in queue for a specified time.
Next, you can have the option to alert an admin by a specified notification type whenever a new chat has been initiated without an agent online.
Click save when you are ready.
Editing queue properties
To edit the properties of a selected queue, click the more options button and Queue Properties.
You should then be able to see the queue's properties and have the ability to edit them.
Updating operating hours
To update the operating house, firstly click the more options button and update Operating Hours.
A window should appear displaying the current operating hours.
Change the opening and closing hours to your preference and/or check the Closed checkbox on the days you are closed.
You can set the operating hours to only this queue or all queues.
Updating Holidays
To update the holiday hours of a selected queue, click the more options button and update Holidays.
A window similar to the one below should appear.
To set a holiday, simply select a date you wish to be on and name the holiday. You can also select Recurring if you wish the holiday to repeat every year.
You can then click Save to add the holiday.
You can also import holidays from another queue using the Import Holidays button in the top right corner. Once you have clicked the Import Holidays button, you can select a queue from the drop-down and click Import.
All of the holidays will then be imported into the queue.
Editing Autoresponses
To edit auto-responses of a selected queue, click the more options button and Edit Autoresponses.
A new window should appear, allowing you to enable which autoresponse you wish to use and what the autoresponse message will dictate.
Note: For Transfer Autoresponse, Using {agentName} will display the first name of the transferred agent.
Deleting a queue
To delete a selected queue, click the more options button and Delete Queue.
Then click Delete in the confirmation box.
Messaging Sources
Editing sources
To edit a selected source, click the more options button and Edit Source.
A window similar to the one below should appear. You can now change the source name and queue.