Settings | Eye-In Media Documentation

Brief Overview

In this section, we will cover how to:

Access the settings
Adjust Communication settings
Adjust Hours settings
Adjust Automatic Answer settings
Adjust Style settings
Adjust Integration settings

Access the settings

You can access the settings is by clicking on Settings on the left-side menu:

If you are on the chat interface, you can also access the settings by clicking on the settings icon at the top of the interface:

Adjusting Communication settings

If you have the Communication tab selected, you can modify settings for the kiosk, notification, and sound effects.

Kiosk

For kiosk settings, you can change the name of your kiosk, phone number, SMS number, and most frequent customer language:

Notification

For notification settings, you can change your email and set whether you want to receive new conversation emails.

The email is necessary in order to receive notification by email.

Using the drop-down menu for « Send new conversation email », you can choose the following options:

Sound effects

For sound effects settings, you can adjust the sound effect produced when you receive a new message and when a client starts a new conversation:

Click on the drop-down menus next to the sound name to view all sound effect options:

You can preview the sound effect by clicking on the play button under it

You can also adjust the volume by clicking on the volume icon, then dragging the slider:

You can also download the sound effect by clicking on the three dots, then clicking « Download »:

**Remember to click Save when you are done with all the modifications:

Adjusting Hours settings

Select the Hours tab in Chat settings. You can modify the automatic response outside your working hours and set your business hours:

To modify the automatic response outside work hours, first click on the message box:

Then type in a response in French and in English. When finished with your message, click on the area outside of the message boxes.

Note: there is both an English and French automatic response. To see the responses in either language, click on the flag icon:

Next, adjust your business hours by dragging over the boxes that correspond to those hours until you have all the appropriate time slots selected.

If you want to deselect a box that has been selected, drag over it.

**Remember to click Save when you are done with all the modifications:

Adjusting Automatic Answer settings

Select the Automatic Answer tab in the Chat settings:

You can change automatic answers for these scenarios:

To welcome users
At the start of a new conversation
When no agent is available
When nobody answered

Note: For all messages, there is a 250 character limit.

In each scenario, you can enable or disable the automatic response using by checking/unchecking the box next to the « Enable » option.

For example, the automatic response for the Welcome Message is enabled in this case:

In each scenario, you can modify the message by first clicking on the message box:

Then typing in a new response in both languages:

When done typing, click anywhere in the dark area outside of the message boxes.

To view messages in either language, toggle languages by clicking on the flag icon:

Finally, for the « Nobody answered » scenario, you can configure a response time, which is how long it takes before sending the message. You can adjust this time under the « Nobody answered » secion, by clicking on the drop-down menu for the time: