What does the alert semaphore for agents entail?

Through Menu > Configuration > Manual Chat, you can configure the time for visual alerts (in seconds). In this way, the agent will be visually alerted when the set waiting time has elapsed according to the configuration.

You can configure the inactivity marker for the following cases:

• Without inactivity marker
• Inactivity marker for user
• Inactivity marker for agent
• Inactivity marker for user or agent

In the following example, you will see the configuration made for user and/or agent inactivity:

It's a purely visual alert system consisting of 3 colors:

• Green or no color: This is the initial color displayed in the conversation when it is assigned to an agent.
• Yellow/Red: This color appears in the conversation after a certain number of seconds have passed waiting for a response from the user and/or agent.

These colors appear in the conversation list in the chats section. Each color resets as soon as a response is received in the chat according to the configured response time for the user and/or agent.

In case the “User inactivity marker” reaches the red traffic light, the possibility of “Closing the conversation due to user inactivity” will appear in order to speed up the agent's management. Once you click there, the usual types of conversation closure will be displayed.

What is the purpose of the alert traffic light?

The purpose of these visual alerts is to optimize response times to users and to track conversations in real time.

Remember to visit our Help Center for more information.

Written by: Botmaker Team

Updated: 07/01/2024