Case Settings

Case Settings is where an Admin or a Team Manager can configure the rules for the messages handled by the team. These rules cover inbound & outbound messages, existing chats timeouts and transfers, auto bounce back messages and the structure of chats.

Accessing Case Settings Page

  1. Select the desired team in the Customer Care Console [1].
  2. Click on Settings [2].
  3. Under “CASES”, select Case Settings [3].

This page is divided into the following sections:

  • Inbound Message Rule for New Chats
  • Chat Assignment
  • Auto Suggest Chat ID
  • Agent Initiated chats
  • Auto Assign to Last Agent
  • Auto Move to Queue
  • Auto On Hold
  • On Logout
  • Chat Creation Using Customer ID
  • Suppress Agents Picking Up Chats from Search Screen
  • Append Opt Out Message to Agent Reply

Inbound Message Rule for New Chats

As a Team Manager, you can configure automated responses to be sent to customers when they contact your company.

You can also configure automated responses for both "New Cases and "Existing Cases" (if a customer responds to an open chat after a specific period of inactivity).

To configure your automated response:

  1. Select the type of message from the drop-down [1]:
  • Text – Max of 320 characters.
  • Image – URL required (step 5 is recommended).
  • Video – URL required (step 5 is recommended).
  • File – URL required (step 5 is recommended).
  • Audio – URL required (step 5 is recommended).
  1. (Optional) If the type of message you selected requires it, upload the relevant content via a downloadable URL file.
    This is displayed as a message card to the customer.
  2. Enter the first three characters of the Chat ID (alphanumeric) that will be given to the chat [2].
  3. (Optional) Click on ADD ANOTHER MESSAGE [3] to add a maximum of 2 additional messages. Follow steps 1 and 2 for the new message.
  1. If you are using auto response types other than text (step 1), switch on the Override this for SMS [4] toggle:
  • Select Send an automated bounce back to customers with no active case to send an automatic message to all customers that don't have a conversation open.
  • Select Do nothing to disable all the rules on the inbound message for SMS. This is useful if you still want an automatic response for other channels.

Chat Assignment

Chat Assignment offers you two options:

  • Assign to Team Queue: An incoming chat will be sent to the Team Queue and then picked up by an agent.

  • Auto Assign to Agents: An incoming chat will be routed to the active agent with the least number of handled chats. In this case you can define the maximum threshold for an agent when creating/editing their profile. When the threshold is reached, chats wait in the queue for the next available agent.

Agent Initiated Chats

An Admin or Team Manager can decide if the agents of a team can initiate new outbound chats. This option is switched on by default.

Auto Suggest Chat ID

This feature will automatically generate a Chat ID when an agent initiates an outbound chat. All suggested Chat IDs must start with 3 letters.
This ID can be modified by the agent, and, by default, this feature is turned off.
The auto suggestion of Chat ID is seen in the popup when an agent creates a new chat.

Auto Assign to Last Agent

This feature will assign a chat from a returning customer to the last agent who handled the chat. If the last handled agent is logged out, the chat is assigned to the team’s queue.
This option is switched off by default.

Auto Move to Queue

Here you can automatically move a chat awaiting an agent’s reply to the Team’s Queue after the configured threshold duration is reached. Before moving the chat to the queue, the agent will view a confirmation message on the chat console.

Chat Creation Using Customer ID

If this feature is enabled, the agents are able to create chats for SMS, Facebook Messenger, Twitter, and Email by entering the unique ID of the customer.
Access to the profile information of the customer is required for an agent to use this feature effectively.

Append Opt Out Message To Agent Reply

After every message an agent sends, you can append a message informing customers of the keywords they can use to stop receiving messages from Talkdesk Omnichannel. To opt out, a customer only needs to use one of the keywords.

The keywords are:

  • BLOCK
  • CANCEL
  • QUIT
  • STOP
  • UNSUBSCRIBE

To do this:

  1. Under the “Append Opt Out message to Agent Reply”, toggle on Auto Append Opt Out Message to Agent Replies [1].
  2. Enter your message, and remember to include at least one of the keywords [2].
  3. Click on SAVE CHANGES [3].

A more flexible auto on hold case setting

To provide additional flexibility in configuring the duration for keeping chats on hold automatically (Settings→Cases →Case Settings), we have replaced the existing drop-down time interval list (15,30, and 60 minutes) with a free text field. Team managers can enter any value between 2 and 60 minutes for this setting.