General Settings

You can adjust the settings of the MessageGate panel, such as call termination, conversation timer, and call termination message sending time, in accordance with your business model.

The domains of the settings in the general settings tab are as follows;

Termination of a Call on the Bot: If the customer stops answering before reaching the customer representative during the conversation with the chatbot, the call is terminated at the end of the period in seconds that you set. When the customer answers again, the conversation starts all over again. You can view the ended conversation via conversation history and start talking again.

Call Termination Time: If the customer stops answering during the call with the customer representative, the call is terminated at the end of the time period in seconds that you set. When the customer answers again, the conversation starts all over again. You can view the ended conversation via conversation history and start talking again.

Call Ending Message Delivery Time: After the customer stops responding, an automatic call end message will be sent after a period of seconds that you specify.

Time for the Talk Timer to Be Red: This is the section where you can set the time in seconds that the red warning timer that appears next to the customers in the customer representative's inbox will activate. It is a warning-only feature that you can use for other scenarios where you want customer representatives to answer the call within a certain period of time, or for other scenarios suitable for your business model. If you don't want the speech timer to kick in, you can change the time to 86400.

Speech Timer Time to Turn Yellow: This is the section where you can set the time in seconds that the yellow warning timer that appears next to the customers in the customer representative's inbox will activate. It is a warning-only feature that you can use for other scenarios where you want customer representatives to complete the meeting in a certain time or for other scenarios suitable for your business model. If you don't want the speech timer to kick in, you can change the time to 86400.

Time to Return to the Customer Representative after the Conversation is Closed: If the customer sends a message again within seconds after the customer representative ends the conversation, the conversation is directed directly to the available customer representative, without being directed to the chatbot.

Break Modal Appearance Time: In case the customer representatives do not take any action on the MessageGate Chat screen, a warning for transition to break status is sent. You can control how many seconds this warning will be after the agent is inactive, via this setting.