Settings
The Settings section empowers you to fine-tune Iris Engage according to your specific needs. Whether it's managing session durations, enabling multilingual support, or configuring agent-customer interaction timeouts, this area offers precise control over your bot's behavior.
General Settings
Customize session timeouts, ensuring your chat sessions remain active when needed and gracefully close when idle. Set agent response timeouts, guaranteeing timely agent interactions, and establish maximum idle time for seamless agent-customer engagement.
If you want to enable multiple languages on your bot story, you can enable it from General settings.
Click on the edit button and customize the details as you want.
Session Timeout Duration : This field specifies the amount of time (in minutes) that a chat session with the Bot will remain active without any user activity. Once the session timeout duration is reached, the bot will automatically disconnect the session.
Agent Response Timeout Duration : This field specifies the amount of time (in minutes) that the Bot will wait for an agent to respond after transferring the chat. If no agents have answered within the Agent response timeout duration, the system will terminate the session and send a message to the user. You can customize the message on – Default responses section.
Maximum Idle Time for Agent-Customer Interaction : This field specifies maximum Idle time (in munites) allowed in an Agent Customer Interaction (after transferring chat to an agent). Once triggered, the conversation will be ended with a message. You may customize the message in Default Messages section
Enable Language Selection : Enable this option if you would like to have multiple languages on your story. You can also select the display type from the dropdown.
Languages
You can enable the required languages. Drag & re-arrange the languages as shown in the below screenshot.
Variables
Variables in Iris Engage are dynamic data holders, capturing user inputs during conversations. It is used to store data entered by the customer during the conversation with Variable Names that can be later used in various use-cases. Example - User Inputs such as email, phone number, tracking number, account number etc. You can also use variables to add static values on a menu when customer select that option. Example - Query Type, Enquiry, Support Case etc. Here is how you can create variables on a Bot. To add a new variable, click on "New" button.
Type the the name of the variable and select the scope from the dropdown. Click save buttone once done.
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