How to Manage Agent Settings

Configure how agents handle live chats, including their capacity, availability status, and working hours.

Prerequisites

• ChatFlow Account (Growth or Enterprise plan)
• Admin role - Or be the agent configuring own settings
• Team members - Agents already added to your organization

Required Plan: Growth or Enterprise

Agent Settings Overview

Each agent can configure:

• Status - Current availability
• Max Active Chats - Concurrent chat capacity
• Working Hours - Scheduled availability
• Chatbot Access - Which chatbots they handle

Accessing Agent Settings

As an Admin

1. Go to Team in the sidebar
2. Find the agent in the list
3. Click on their name or Settings icon
4. View their Agent Settings card

As an Agent

1. Go to Live Chat in the sidebar
2. Your settings appear in the status area
3. Or go to your Profile settings

Configuring Status

Setting Your Status

1. In Live Chat, find the Status Dropdown
2. Click to select your current status:

Status	Description	Receives Chats
Available	Ready for new chats	Yes
Busy	Currently occupied	No
Away	Temporarily stepped away	No
Offline	Not working	No

Status Best Practices

• Set Available when ready to work
• Use Busy during focused tasks
• Away for short breaks
• Offline when done for the day

Configuring Max Active Chats

Setting Chat Capacity

1. Open Agent Settings
2. Find Max Active Chats
3. Enter a number (1-10)
4. Save changes

Recommended settings:

Chat Complexity	Recommended Capacity
Simple questions	4-5 chats
Moderate support	3 chats (default)
Complex issues	1-2 chats

How Capacity Affects Assignment

• When at max capacity, no new chats assigned
• Chats go to other available agents
• If all agents full, chats wait in queue

Configuring Working Hours

Setting Availability Schedule

1. Open Agent Settings
2. Find Working Hours section
3. Toggle days ON/OFF
4. Set start and end times for each day
5. Save changes

Example Schedule

Day	Available	Hours
Monday	Yes	9:00 AM - 5:00 PM
Tuesday	Yes	9:00 AM - 5:00 PM
Wednesday	Yes	9:00 AM - 5:00 PM
Thursday	Yes	9:00 AM - 5:00 PM
Friday	Yes	9:00 AM - 3:00 PM
Saturday	No	-
Sunday	No	-

Time Zone

Working hours use the time zone set in your profile. Ensure it's correct:

1. Go to Settings > Profile
2. Set your Time Zone
3. Save changes

Configuring Chatbot Access

Assigning Chatbots

1. Open Agent Settings
2. Find Chatbot Access section
3. Toggle which chatbots the agent can handle
4. Save changes

Why Limit Access

• Agents specialize in certain products
• Separate sales vs support
• Different teams for different brands

Auto-Assignment Settings

Enable/Disable Auto-Assignment

1. Open Agent Settings
2. Find Auto-Assignment toggle
3. Turn ON to include in automatic routing
4. Turn OFF to only receive manually assigned chats

How Auto-Assignment Works

When a customer requests human support:

1. System finds available agents
2. Checks capacity (not at max)
3. Checks working hours
4. Assigns to first available agent
5. Or round-robins among available agents

Admin-Only Settings

Admins can configure additional options:

Viewing All Agents

1. Go to Team page
2. See status of all agents at once
3. Monitor who's available

Bulk Settings

For Enterprise:

• Set default capacity for new agents
• Configure organization-wide working hours
• Set up agent groups with shared settings

Verify Settings Are Working

Test Your Availability

1. Set status to Available
2. Have someone request human support
3. Verify you receive the chat
4. Check capacity limit is respected

Test Working Hours

1. Set working hours to current time
2. Request human support as a customer
3. Verify you're available for assignment
4. Set hours outside current time and retest

Troubleshooting

Not Receiving Chats

• Check status is Available
• Verify not at max capacity
• Confirm working hours include current time
• Check you have chatbot access

Receiving Chats Outside Hours

• Working hours set incorrectly
• Time zone mismatch
• Admin override in effect

Can't Change Settings

• Verify you have Agent role or higher
• Admin may have locked settings
• Refresh page and try again

Status Resetting

• Browser may be clearing session
• Check if multiple tabs open
• Ensure stable internet connection

Best Practices

Capacity Management

• Start conservative (3 chats)
• Increase as you get comfortable
• Lower for complex topics

Status Discipline

• Update status promptly
• Don't stay "Available" when busy
• Communicate breaks to team

Schedule Coordination

• Ensure coverage across hours
• Stagger breaks
• Plan for high-volume periods

Team Communication

• Share your status with teammates
• Coordinate coverage
• Update if plans change

Next Steps

• Use Live Chat - Start handling conversations
• Add Team Members - Grow your team
• Use Predictive Analytics - Forecast staffing needs (Enterprise)