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    General session preferences
    • 10 Apr 2024
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    Contents

    General session preferences

    • Updated on 10 Apr 2024
    • 1 Minute to read
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    Article Summary

    You can configure the following general preferences for a session in System setting > Session >  Preferences:

    Settings

    Configuration instructions

    Customer reengagement

    Select one of the following to define how an Agent continues a session using an existing email or phone number from a previous session:

    • Continue previous conversation - The session opens with all the previous interaction bubbles and the agent continues adding to this session.

    • Start new conversation - A clean session opens for this email / phone number.

    Single active session


    Prevent agents from opening more than one session at a time.

    Inactive agent message


    To show a message to customers if agent is inactive when they log in:

    1. Turn the toggle on.

    2. Enter the message in the field and click Done.


    Cookie disclaimer

    Display a disclaimer about cookies the first time customers enter a session.

    Auto open assets and Workflows

    This feature creates a more focused and streamlined session experience, especially when there's only one interaction in the collaboration room. Typically, a customer enters a session and needs to click Start to enter into an interaction. With the auto open feature enabled, upon clicking the session link, customers bypass the collaboration room and enter directly into the first interaction.

    If there is more than one interaction in the session, only after completing all interactions is the customer taken to the collaboration room.

    Note:

    This feature supports eSigns, Document Requests, and Workflows. Stand-alone payments are not supported.

    To auto open assets and Workflows:

    In System settings > Session >  Preferences > Auto open assets and Workflows, turn on the toggle.

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