Configure asynchronous chat for the web channel

Set the chat widget as a messaging channel for asynchronous chat.

시작하기 전에

Role required: virtual_agent_admin or admin

이 태스크 정보

The base system web channel, mweb, is automatically configured as a chat channel for web and mobile clients. To use the web channel as a messaging channel, change the channel Type in the Messaging Channel [sys_cs_channel] table.

프로시저

1. Navigate to All and in the Navigation filter, enter sys_cs_channel.list.
2. In the Messaging Channel form, select the mweb record and double click the Type field.
3. Change the Type to Messaging.
4. Save the value.

결과

The mweb channel is set to messaging mode. To help manage long-running conversations, the system automatically performs certain messaging actions in messaging mode:

• Requester message without agent response (agent experience): If an agent hasn't responded to a requester within 30 minutes, the agent receives a reminder that a message from an end user needs a response.
• Agent message without requester response: If a requester hasn't responded to an agent message after two days, the conversation state in the Interaction record is automatically set to closed abandoned.

For more information on messaging actions, see Configure messaging actions. For details on Virtual Agent and Live Agent idle conversation timeouts and conversation states, see Closing Virtual Agent and Agent Chat conversations and Virtual Agent interaction records.