SMSGatewayCenter’s Agent Chat Settings allow you to configure default messages, alerts, and automation for your agents handling WhatsApp Business API conversations. Here’s how to set them up:
Steps to Configure Agent Settings #
- Access Agent Settings
- Log in to your SMSGatewayCenter account at https://unify.smsgateway.center/.
- Navigate to the Agents Chat section in your dashboard, then go to the Agent Settings tab.
- Configure the Settings
Adjust the following fields to customize how your agents and system respond to customer interactions:- Auto Assign Agents: Enable or disable this option. When enabled, the system automatically assigns an agent to a user as soon as they initiate a message.
- Auto Assign Agent Message: If Auto Assign Agents is enabled, set a default message to send to the user upon agent assignment (e.g., “Hi, an agent will assist you shortly!”).
- Non-working Business Day Message: Configure a template to send if users contact you on non-working days (e.g., weekends).
- After Business Hours Message: Set a template to send if users message you after business hours (e.g., “We’re closed now, please reach out tomorrow!”).
- Agent Unavailable during Business Hours Message: Define a message to send if an agent is unavailable or busy during business hours (e.g., “All agents are busy, please wait or try again later.”).
- Agent New Chat Assigned Notification Template: Set a message template to notify an agent on their WhatsApp when a new chat is assigned to them by the system or master agent (e.g., “New chat assigned to you!”).
- Auto Assign Back to Bot: Enable or disable this option. When enabled, users are reassigned to a chatbot based on the settings below.
- Auto Assign Back to Bot Interval: Specify the time interval (e.g., 10 minutes) after which the system reassigns the user back to the chatbot if there’s no agent response.
- Assign to Bot Message: Set a message to send to the user when they are reassigned to the chatbot (e.g., “You’re now chatting with our bot!”).
- Agents Business Hours: Define your agents’ working hours (e.g., Monday to Friday, 9 AM to 6 PM IST) to trigger the appropriate messages based on availability.
- Save Your Settings
- Review your configurations for accuracy.
- Click Save Changes to apply the settings.
These settings help streamline your customer support by automating responses and ensuring users receive timely messages, even when agents are unavailable. For further assistance, contact our support team at contact @ smsgatewaycenter . com or call +912228657726.