Advanced Settings

Average Waiting Time (TME)

You can configure your business's operational days and hours, which is essential to ensure that average waiting time metrics align with actual working hours. This prevents unrealistic wait times from being counted during off-hours.

Conversation Routing Rules

Here, you can configure how conversations are distributed within your operation. Below are the available distribution options that can be linked to your account:

• Manual Assignment: Conversations are sent to all agents, allowing them to choose which ones they want to assign to themselves.

• Contact Owner: Conversations are routed to the assigned contact owner.

• Least Ongoing Conversations: Conversations are routed to agents with the fewest active chats.

• Random: Conversations are randomly distributed among online agents.

Contact loyalty

To strengthen customer retention, we offer the option to always route conversations back to the agent who sent the original message via Timeline—regardless of the account's distribution rules.

Tip: The recommended routing time window for contact retention is two days (2880 minutes).

Automatic Conversation Closure

You can configure the system to automatically close conversations after a period of inactivity. When this option is selected, you can define the specific time after which this action occurs.

Tip: We only recommend using this feature for accounts with a high volume of interactions, where manually closing conversations becomes challenging for operators.

Automatic Overflow

When the automatic overflow for pending conversations is enabled, all pending chats will be automatically assigned to an agent as soon as they come online in HubSpot (WhatsApp). If this option is disabled, pending conversations will appear for all agents within the same department as the WhatsApp number. In this case, it will be up to the agent to decide whether or not to take the conversation.

Ticket and Deal Association

When this option is enabled, agents will have the ability to associate a conversation with a ticket or deal when ending the interaction.

Only tickets and deals already linked to the contact will be available for association.

Tagging a Conversation

You can add specific properties that agents can edit at the end of a conversation. These properties can be set directly from the management panel by specifying names and corresponding values. This allows all agents to view and fill in customized, context-specific information.

Just add all the desired properties and input their values as shown in the image above.

Important: The property names and their respective values must match the internal values that have been predefined.