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Dialog Visibility

To reduce the load on agents and on the server, in particular, the Chat Platform includes limits for dialog and visitor visibility. These limits allow hiding dialogs and visitors in the agent's interface if their number exceeds the set value.

You can configure the values of the limits described in this article by reaching out to Chat Platform's technical support. However, significantly increasing the values of the limits compared to the default is not recommended.

In General Settings, there are limits for online and offline dialogues in the queue - these control the visibility of the dialog button on the organization's website. This article discusses the visibility of dialogs and visitors in the agent's interface. Visibility Restriction

Visibility Restriction Limits

Parameter Default value Description
visible_online_chats_limit 100 Sets the visibility limit for online inquiries in the agent's interface.

This limit also includes dialogs in the status closed_by_agent (closed by the agent but not yet finally closed)
visible_offline_chats_limit 50 Sets the visibility limit for offline inquiries in the agent's interface
visible_visitors_limit 50 Sets the visibility limit for visitors in the agent's interface.

This limit includes not only visitors in the Other section but all visitors visible in Agent Workspace (including those engaged in a dialog with the agent). Meanwhile, if a hidden Visitor starts a dialog, they become visible (unless obstructed by other limits)

Features and limitations of the working limits:

  • When changing limits, new values apply only to new inquiries and/or visitors. Existing inquiries and visitors within the system are processed according to the old limit values

  • Each limit provides a specific number of slots distributed among dialogs. Dialogs that do not fit within the limit will appear when space becomes available; until then, they will remain hidden

  • For all users of the service, the list of displayed (or hidden) inquiries is the same, but the settings of a specific agent also apply. Therefore, an agent will not see inquiries for which they are not suitable by department or language

  • With equal rights among agents, exceptions occur when an agent is added to a department while the dialog is already in the Agent Workspace—in this case, the dialog will not appear for that agent. This also applies to supervisors and administrators. Thus, an agent may only see a few inquiries because they are not connected to departments that occupy most of the limit

  • If an inquiry is assigned or a dialog is already ongoing, whether, with the current agent or another staff member (sections Awaiting Response, In Dialog with You, In Dialog with Others), it will be displayed regardless of the limit but will take up space within it, thereby reducing available slots for other inquiries

  • Sometimes, there may be slightly more dialogs than the limit allows. For example, if a dialog was returned by the agent to the general queue or reopened when the limit had already been reached

Additional Parameters

In the Chat Platform service, several additional parameters are available, responsible for the visibility of various types of dialogs in the agent interface. Most of them can be modified by contacting the technical support of the Chat Platform. These parameters are provided in the table below.

Parameter Default value Description
hide_anothers_chats false Hides the In Dialog with Others section and all dialogs there, as well as other users' dialogs in the history, in the Agent Workspace. Affects agents only. You can modify it here
hide_anothers_chats_in_history false Does not affect the visibility of dialog records in history, but those dialogs not assigned to an agent cannot be viewed—a message appears: "You cannot view dialogs of other agents"
show_chats_from_other_departments_in_history false Displays dialogs from departments where the user is not a member. It affects agents only; supervisors are not affected by definition, and administrators see all dialogs in history even with this parameter turned off.
show_previous_chats_to_operator true Displays previous dialogs in Agent Workspace and dialog protocols. Affects everyone, including administrators. If turned off, a message appears in Agent Workspace saying, "There are no previous dialogs, or they are unavailable," and previous dialogs are simply not shown in the protocol, meaning the system does not inform the user whether they exist at all. However, you can still find and open earlier dialogs in history one by one*
closed_by_operator_chats_hiding_timeout 600 (seconds) Timeout for hiding chats closed by an agent (chats do not hide if the display limit is used less than halfway)