General Settings

In this section of the Rox.Chat Control Panel you can edit your organization and site data, global settings of the Rox.Chat service.

The procedure for minimally filling in the most important fields on this page is described in Initial Service Setup.

There are several ways to open the General Settings page:

if you are just starting to use Rox.Chat, on the Create an account page, use the Go to system setup link
on any Control Panel page, in the side menu on the left, click on the icon and under Settings select General Settings
follow the link https://login.rox.chat/agent/settings

This will open the General Settings page.

Company

In this section, you enter official, representative information about your organization that will be shown to your customers.

Option name	Description
Company name	Enter the name of your organization: for example, Sila LLC. The Rox.Chat service will send messages on behalf of this organization to agents and visitors of your site - in particular, when sending the history of a chat to an email address.
Logo	Here you can upload your organization's logo. JPEG, GIF, PNG formats are supported. Maximum size: 100x100 pixels. This logo will be displayed in the visitor's chat window with the agent. To upload a graphic image of the logo, click Select file (or Select file, Choose file, depending on your browser). If a different image was previously uploaded, it will be removed. If the image is already installed, a preview icon will be displayed. The installed image can be modified and deleted by clicking the relevant buttons.
Time zone	It is recommended that you enter the time zone in which your agents and administrators are located. Time calculation in activity history, statistics, etc. will be based on the time zone selected here. Select from the drop-down list the region of the world and the city to which your time zone synchronizes time, for example: "Europe/Moscow" (UTC+3).
URL of your website	Enter here the address (URL) of your site, for example `http://mysite.com`. The link to the site will be added to the automatic signature in messages sent by the Rox.Chat service to the email addresses of agents and visitors to your site. See the example signature above on this page.
Phone number	Enter a phone number here for visitors to make calls if you add a call button to your listing. Read more see here
Default language	Used as the visitor and agent interface language, except where another language is explicitly selected. Specifically, the language selected here: is used for emails sent by the Rox.Chat service to your organization's administrator about financial settlements for use of the service, messages left, negative feedback from visitors, and so on; assigned by default when registering a new agent; is assigned by default to the agent as the language in which the agent is able to communicate with visitors, if such languages are not explicitly set in the agent's settings.; If the Multilingual parameter is disabled, the language selected here is also used in the chat window interface (both on the visitor and agent sides) and in the administrative interface of all agents and administrators. If Multilingual is enabled, the language of the chat window interface is selected on the Buttons and Locations page, Dialog Language field. In multilingual mode you can create several locations for different areas of your site and individually select the language of chat with the visitor and other parameters for each one. The Multilingual option is enabled on the General Options page, [Advanced Features] tab (#additional-functions).

Email Notifications

In this section you enter email addresses of your employees, to which Rox.Chat will send messages informing them about events on the site. The addresses in these fields may or may not be the same.

In each field you can enter one or more addresses separated by commas, e.g.: doe@mysite.com, ivanov@company.com.

Option name	Description
For left messages	The address(es) entered here are used in the following cases: Messages left by visitors are sent to this address when no agent is in Online status (used in the "`To:`" field); is specified as the sender address of all messages sent by the Rox.Chat service on behalf of your organization - for example, when sending a visitor a chat history; if several addresses are specified, the first one is used (in the "`Reply-to:`" field). This field is mandatory.
For negative feedback	The address(es) entered here are used in the following cases: When a visitor negatively evaluates the agent's performance - that is, when the visitor clicks the Check Service link in the chat box and rates the agent's performance as Satisfactory or Bad, a notification is sent to the specified addresses; notifications are sent to this address with the subject "Rox.Chat: the visitor did not receive a response from the agent for a long time " and the text stating that the visitor did not receive a response because the agent was busy; the chat history is attached to the message. This field is mandatory.
For daily reports	A message "Rox.Chat: statistics for /DATE/" will be sent to the address(es) entered here at the end of the working day, containing a report with daily statistics and message history for the working day. This field is mandatory.

In this section you can also choose when unread messages should be sent to the visitor's email address. You can do this using the Send unread messages to visitors via email drop-down list. Three options are available:

Always: unread messages will be sent anyway
Only for offline requests: unread messages will be sent only to those visitors whose request has an offline status (for example, if there was no agent in the Online status when the request was received in the system).
Never: unread messages will not be sent in any case

Canned Responses

Canned responses (templates) allow the agent to quickly select a pre-prepared answer when communicating with a visitor without having to type the text from scratch. This is convenient because visitors often ask typical questions for which universal answers are suitable. When a visitor is typing an answer, Rox.Chat displays hints above the input line - those canned responses that contain similar text. After selecting the appropriate canned response, the agent quickly sends a response to the visitor.

The agent can choose a canned response from the full list, or he can use the service's hint: when he starts typing his answer, Rox.Chat will automatically select a ready canned response similar to what he typed. See Agent Instructions for details on how agents work with canned responses in practice.

This section edits the most global canned responses for your site (common to all departments and agents). They are available to all agents.

In general, Rox.Chat canned responses are formed on three levels. In addition to the global canned responses in General Settings, there are also:

team canned responses (common for employees of the same department, editable in Department Properties);
personal (generated by an agent for personal use, edited in Agent Properties).

For each agent, all global, all command (belonging to all departments in which he/she is listed), and his/her personal canned responses are available. Also useful is the option to save the answer just typed by the agent as a personal canned response.

Canned responses can be grouped using sections. Any number of canned responses can be saved within a section. If there are a lot of canned responses, it will be convenient for the agent to select the desired canned response by first finding the desired section.

Option name

Description

Language

Select the language for which you want to view or edit a set of global canned responses. There is a separate set of canned responses for each language. Depending on the language of the current chat, the set of canned responses provided to the agent is also determined.

Agent response templates

The list of canned responses is a table with the following fields:

Title: the canned response can have a name, which is especially useful when the title text is too long; it is optional to assign a name
Text: the canned response text that will be displayed to the visitor
Section: enter a section name to group multiple canned responses in one section; you do not need to assign a section.
Actions: here the icons are displayed, each of which, when clicked, executes one of the commands for the selected canned response.

The following commands are available:

editing a previously created canned response
saving an editable canned response
canned response removal

Communication Channels

In this section you can configure other communication channels that are integrated into Rox.Chat service: chats in messengers, correspondence in groups in social networks, etc.

Apple Messages for Business

Through this channel you will be able to communicate with owners of Apple devices who found your company through any Apple service: search, maps, Siri. For the visitor, chatting will be done through the standard Messages application.

The process of creating a Business ID for integration takes place on the Apple side and is described in instructions.

Parameter name	Description
Business Chat ID	After you register a business account and Apple approves it, they will give you an Apple Messages for Business ID. Copy this code and enter it in this field when setting up this communication channel.

Telegram

A group of settings for Telegram and Rox.Chat integration.

You will need them if you are going to offer your users to communicate with agents through your own channel in Telegram. In this case you will have to create your own bot in Telegram and set up integration of the services.

Parameter name	Description
Bot Authentication Token	To start working with a bot in Telegram, you will need to know the token (token) of this bot. This token is required to use Telegram Bot API on behalf of your bot. You received this token when you first created your bot by contacting BotFather: The detailed process of getting a token is described in Telegram service documentation.

Facebook

When you start configuring the channel, you will be redirected to the Facebook website to configure all basic parameters (all steps are described in instructions. Once everything is set up on the Facebook side, you will be back in Communication Channels, where you will see the Facebook channel integration customization window. You will need to specify whether the visitor must select a department from this channel and click Save. From this point on, the integration is set up and should function.

WhatsApp Infobip

A group of settings for integrating WhatsApp messenger with Rox.Chat via Infobip partner. Customers can contact you via this messenger if you have an official WhatsApp business account connected. You can read more about integration in instructions.

Parameter name	Description
Address for sending requests	The URL to which Rox.Chat will send requests. You should get this address from Infobip.

WhatsApp Vonage

A group of settings for integrating WhatsApp messenger with Rox.Chat via Vonage (formerly Nexmo) partner. Customers can contact you via this messenger if you have an official WhatsApp business account. You can read more about integration in instructions.

Parameter name	Description
Inbound message callback	The address that is generated on the Rox.Chat side automatically and that should be specified as Inbound URL on the application editing page in the Vonage personal account.
The address for obtaining the status of messages	The address that is generated on the Rox.Chat side automatically and that should be specified as Status URL on the application editing page in the Vonage personal account.
Phone number (w/o leading + or 00)	The number to which your official business WhatsApp account is registered.
Application ID	Unique application code created on the Vonage platform and copied from there.
Application private key	Generated on the application edit page in the Vonage.

WhatsApp 360Dialog

A group of settings for integrating WhatsApp messenger with Rox.Chat via 360Dialog. Customers can contact you via this messenger if you have an official WhatsApp business account connected. You can read more about integration in instructions.

Название параметра	Описание
Phone number (w/o leading + or 00)	The number to which your official business WhatsApp account is registered.
Address for sending requests	The URL to which Rox.Chat will send requests.

Viber

A group of settings for Viber integration with Rox.Chat. Previously Viber had an option to create only public accounts. After that, some of the public accounts were moved to a new status - "communities". Rox.Chat does not support community integration in Viber, but it supports it with old public accounts that have not been converted to communities, and with new public accounts that register at this link. Both the old and new version of public accounts are implemented using the same API, so are supported by Rox.Chat, but they function differently.

Parameter name	Description
Authentication Token	Unique key obtained on the public account description page of Viber.

Skype

A group of settings for Skype integration with Rox.Chat. To integrate with Skype you will have to create a bot that will communicate with visitors on behalf of your company. The whole process is described in detail in instructions on how to set up the integration.

The secret key is your MICROSOFT_APP_SECRET or password, which you receive when you register the bot at https://portal.azure.com and which is needed to identify requests.

Parameter name	Description
Account ID	This is your `MICROSOFT_APP_ID` or application identifier, which you get when you register the bot at https://portal.azure.com and which is needed to identify requests.
Secret key	This is your `MICROSOFT_APP_SECRET` for request identification, which you get when you register the bot at https://portal.azure.com
Rox.Chat Server URL	The address on the Rox.Chat side to which Skype will send events about new messages.

E-mail

Group of settings for integration of mail channel with Rox.Chat. By setting up this channel your agents will be able to see the requests sent to email in Agent Workspace together with other messages.

Parameter name	Description
Your email address	The email address to which users will write.
Our email address	A Rox.Chat-generated email address to which emails from your email will be forwarded.

Additional Functions

This section allows you to enable, disable, and configure additional, advanced features of the Rox.Chat service.

Some of these functions are connected for a separate fee. Therefore, if you have not purchased them separately, they may not be available in your personal account, and the number of settings may be different than in the description.

Parameter name	Description
Hide chats with other agents	When enabled, the In chat with others section will disappear on workspace agents. Other sections will be fully visible. In this way, each agent will have access to the dialogs that he/she leads himself/herself and those that no one else is (already) leading, but not to those that are led by his/her colleagues. Administrators and supervisors in both cases will see all dialogs. Default option value: disabled.
Restrict profile modifications	When this feature is enabled, all agents lose the ability to edit not only other people's profiles but also their own profiles: they cannot edit email addresses, upload their own photos, etc. The only actions they will still have access to on their Profile - Agent Properties page are to view their settings and the ability to create and edit personal canned responses. All other settings will be edited for the agents by their supervisors and/or administrators. When this feature is disabled, agents can not only view but also edit their profiles (but not other people's profiles). Administrators and supervisors in both cases will see and edit all profiles through the Agents page. Default value of the option: disabled.
New visitor notification	When this feature is enabled, notifications are sent to all agents and administrators when a new visitor appears on the site(s) where this Rox.Chat service code is installed. They are similar to notifications of a new chat request from a user and are accomplished by the same means: via Google Chrome browser alerts, in browser tab headers, etc. Chrome alerts contain the text: Rox.Chat. There is a new visitor on the site: Visitor (city): Notifications about new chats are not affected by this option. Default value of the option: disabled.
Multi-language	When this feature is enabled, Rox.Chat switches to multilingual site support mode. If the Multi-language feature is enabled, the following features appear: each agent call button (more precisely, each location) has a parameter Chat language on the Buttons and Locations page, so you get the opportunity to configure a button in your own language for each section of the site and place the code of the Portugese button on the pages of the Portugese-language section etc.; each agent has a parameter Languages in which the agent can communicate on the same page; it is a list of checkboxes (checkboxes) from which you need to select the languages in which this agent will be able to respond to visitors; on the Agent Workspace page each administrator, supervisor, and agent will display only those chats and requests that are conducted in one of the languages that the employee speaks; when the automatic distribution function is enabled (see below), chats will be assigned to agents only if the chat language corresponds to one of the languages that the employee speaks. owned by this agent; the visitor cannot change the language of the chat after it has been started; an agent can change the chat language by selecting this chat on Agent Workspace and clicking the Direct button, which will allow you to select the language(s) spoken by the agents currently online. Default value of the option: Disabled.
Automatic distribution	If the automatic distribution feature is turned off, when a visitor makes a new request for help, the request goes to the Waiting for Answer section of Agent Workspace for all online agents at once. Notifications are also sent to all of them. The first agent who responds to the user will take over the chat. If no one answers the visitor, the chat will remain in Waiting for Answer at all agents. If the automatic distribution function is enabled, then when a new request appears, the service will instantly select the least busy agent who can communicate in the visitor's language, and assign the chat to him/her, and the request will appear in the section Waiting for an answer only for him/her. A new section Common Queue will appear on the Agent Workspace of all agents. The general queue will temporarily include visitors' requests that cannot be assigned to an agent at once. This situation occurs when there are online agents, but each of them already serves the maximum number of chats (the parameter is set on the same tab, see below). Visitors will receive a special message for this case. As soon as one of the agents completes one of the dialogs, a new call will be instantly assigned to him. In any case, if the agent does not reply to the visitor before the agent's waiting timeout for the first message expires, the visitor will automatically receive a message from the system about the agents' busyness, the text of which is editable in the Auto-messages section. Default value of the option: disabled.
Maximum chats per agent	If automatic distribution is enabled, this parameter defines how many maximum dialogs the service can assign to one agent. However, agents can assign dialogs to themselves beyond the set limit by manually taking dialogs from the general queue (see description above). If automatic distribution is disabled, this parameter is ignored, agents can assign themselves as many dialogs as they see fit. Default option value: 5.
Teleport	This option enables or disables the teleportation functionality, i.e. redirecting the visitor to another page on your site. This functionality is available to users in view of two possibilities: translation to the page during the chat with the agent and teleport by code. Both features are described in detail in Agent Instructions. Default value of the option: disabled.
Visitor can send dialog history by email	This option enables or disables the ability to send the text of correspondence with the agent. If this option is enabled, the visitor will see the Send chat to email command in the context menu of the chat window. When the visitor selects this command, they will be presented with a window to enter their email address. When the Send button is pressed, the full text of the correspondence with the agent will be sent by text message from the `noreply@rox.chat` address. Default value of the option: enabled.
High priority URLs:	Enter in this field a list of the pages of the site that are particularly important to visit. Dialogs and visitor requests from these pages will be graphically highlighted in the visitor queue. Notice the bold red border around the visitor informer. When the visitor leaves the priority page, the graphic selection immediately disappears. When the visitor comes back to the priority page, it appears. Supported format: absolute URLs with protocol specified, for example: `https://www.mysite.com/main` `https://my.site.com/somepage/` `https://domain.org/s1/s2/page`

Integrations

In this section you can customize the integration settings of Rox.Chat and other online services: CRM, helpdesk, social networks, customer support services, etc. This is a large section, it is divided into subsections: one is general, and the rest correspond to the online service, integration with which it is dedicated.

Parameter name Description

Client URL template If you have an internal user authorization system on your site, it is integrated with Rox.Chat service via special API and your site has indeed sent a unique user ID to Rox.Chat service, then Rox.Chat can display a ready link to go to the user's profile in your system to the agent on the user chat page. It can be a CRM system, a tracker, just a website administrative interface or anything else. The only requirement is that it is possible to go to the profile by URL template containing ID (optionally, but not necessarily, in the form of QS parameter, query string parameter of GET-request).
An example of such a template:
https://crm.mydomain.com/?id={id}
where {id} - user ID.

Event Handlers

Group of settings for integration of Rox.Chat service and any third-party services when important events occur.

The Rox.Chat service can call third-party handlers (e.g. scripts on other servers and services) when important events occur in your account, such as the start or end of a chat with a visitor.

These scripts can perform monitoring, logging, reporting, notifications, etc.

This mechanism is described in detail in the Rox.Chat API for developers documentation.

Parameter name	Description
Chat start	Enter here the URL of the handler to be called by the Rox.Chat service when a new chat is started. If the options of obligatory input of the first question and department selection by the visitor are enabled, the chat starts after the visitor enters all information - both the question and the department. If the option to require the visitor to enter the first question is enabled, that moment is when the visitor submits that question. If the option of mandatory department selection is enabled, this is when the visitor sends this selection. If both of these options are disabled, this is when the visitor presses the agent call or auto-invite button.. This is exactly the moment when the chat is distributed to the agent or gets into the general queue. The handler is called not only when the online button is pressed, but also when the offline chat starts. Resumption of dialogs when previously departed visitors return is not taken into account. Example URL of the chat start handler: `https://user:password@www.company.com/handler?rox_chat_start`
Agent assigned	Enter here the URL of the handler that will be called by the Rox.Chat service at the moment of assigning (assigning) a chat to one of the online agents (i.e. after deciding who exactly will serve this visitor). If automatic distribution is disabled (default), this point is the agent's selection of a chat under Waiting for Answer on the [Agent Workspace] page(https://login.rox.chat/agent/chats/). .If the automatic distribution feature is enabled, the handler will be triggered at the moment when the service decides to whom to assign this chat. If the chat is redirected to another agent, the handler will be triggered again and each time the chat is assigned to a new agent. Example URL of an agent assignment handler: `https://user:password@www.company.com/handler?rox_chat_assign`
Chat close	Enter here the URL of the handler to be called by the Rox.Chat service at the moment when the chat finally goes to the "closed" state and can no longer be reopened. This moment comes when the chat is closed by both the visitor and the agent. For example, if a visitor reads the last message, closes the chat window, and the agent, in turn, clicks the Close button in his interface. Example URL of the chat termination handler: `https://user:password@www.company.com/handler?rox_chat_close`

N.B.

If a visitor closed the chat without reading the last message, the chat is kept unclosed for several days, so that the visitor has a chance to read it during this time. Generally, there are some more complex cases of service behavior, which you can check with technical support Rox.Chat if necessary.

Zendesk

Group of settings of integration with the system of user support Zendesk through the program interface (API) of this system.

Integration with Zendesk allows you to automatically create a ticket in this system, as soon as visitors to your site click on the button of the system Rox.Chat to call the agent.

Integration with Zendesk is described in detail in integration setup instructions.

Parameter name	Description
Account	Under the account in the system Zendesk means `{subdomain}` - part of the URL, on which employees and "robots" of your company access the internal interface of the system. Usually this identifier is the name of the main second-level domain of the company. URLs for accessing the program interface look like this: `https://{subdomain}.zendesk.com/api/`
Username	The login in the system Zendesk means the email address `{email_address}`, which corresponds to the registered user of the system Zendesk, on behalf of which the actions will be performed in the system.
Zendesk API Token or password	Specify here the password of the same registered user of the system Zendesk or, if you do not want to risk the password, a special token (token) program interface (API token) of the form `6wiIBWbGkBMo1mRDMuVwkw1EPsNkeUj95PIz2akv` If token authorization is used, the format for sending data is as follows: `{email_address}/token:{api_token}`. To get such a token, enter the administrative interface of the Zendesk system and select Settings -> Channels -> API in the main menu. On the opened page you will be able to configure and get the token.

amoCRM

The group of settings for integration with the user support system amoCRM through the program interface (API) of this system.

Integration with amoCRM allows you to automatically register the client in this system, as soon as he starts a chat with the agent.

Integration with amoCRM is described in detail in setup instructions.

Parameter name	Description
amoCRM account	Name of account in amoCRM system, on behalf of which Rox.Chat service should work. This is the account you created by connecting to amo.
Email	The email address (Email) used during registration in amoCRM.
Secret key	REST API key, obtained upon request to amoCRM technical support service.

Unisender

Group of settings for integration with the user support system Unisender through the program interface (API) of this system.

Unisender is a service for email and SMS mailings. Integration of Rox.Chat and Unisender service will help to collect contact information (email addresses and cell phone numbers) of potential customers in a single contact list completely automatically.

Integration with Unisender is described in detail in integration setup instructions.

Parameter name	Description
The access key for the UniSender API	Enter here the key that is contained in the Personal Area of the Unisender service under Account Settings, subsection Integration and API, field API Access Key. For example: `oaea9ni6znjm97a3w4fy55jwakpgdz8qgfctznsu` Detailed configuration procedure is described in instructions.
Contact list	Name of the contact list in the Unisender system, to which new visitors who came to the system via the Rox.Chat service will be added. Enter a unique name. For example, `Rox.Chat`. To find your lists in Unisender, open Contacts -> Contact Lists in the main menu.

Security

In this section, parameters related to system security and information protection are entered.

Parameter name

Description

Allowed IP addresses

You can restrict the IP addresses of computers and other devices from which the administrative interface (Personal Area) of agents and administrators of your organization can be opened. In this way, you will prevent unauthorized persons from tampering with or gaining unauthorized access to your data.
In this field, you can enter the IP addresses from which login will be allowed. Address entry format: individual addresses and IPv4 version address ranges listed in comma separated values (CSV).
If the field is empty (default), no restriction is imposed and all addresses are allowed.

N.B.

IPv6 addresses, as well as entering addresses with subnet mask are not supported. Example of filling in the field: 54.37.12.118, 192.168.0.123, 192.168.0.1-192.168.0.50

Other

This section enters the remaining general settings for the Rox.Chat service that are not included in any of the sections above.

Parameter name	Description
Probability of button showing for new visitor	You can customize the service so that the button to call an agent is not always displayed. Some users use this option if they think that the constant offer of consultant services may be perceived by users as intrusive. Note that this setting is not intended to prevent the button from being shown. If set to `0`, it will not be shown for all new visitors, and for old visitors the service will remain active as long as they remain active on the site. In this field, enter the probability in percent with which the service will randomly display the button (both online and offline) on your site pages. Default value: 100%, that is, always show.
Limit of online dialogs in the queue	After exceeding the specified number of dialogs, the online button on your site is hidden. It will reappear when there is free space in the queue. If the field is empty, the restriction is not imposed, the button is not hidden. After exceeding the specified number of dialogs, the online button on your site is hidden. It will reappear when there is free space in the queue. If the field is empty, the restriction is not imposed, the button is not hidden.
Offline chats queue limit	After exceeding the number of offline requests set here, the offline button on your site is hidden. It will reappear when there is free space in the queue. If the field is empty, the restriction is not imposed, the button is not hidden Default value: the restriction is off.
Visitor messages to be ignored	This field specifies the messages after which the closed chat, if the user writes there, will not open again, but will remain closed. Each message is specified on a new line. If the field is empty, the closed chat will reopen after any message. Default value: no messages.
Link to your Data Processing Agreement (DPA)	This field specifies a link to the page with the terms of processing personal data of users. If the field is empty, then https://rox.chat/doc/agreement/ is used. Default value: https://rox.chat/doc/agreement/.

Certificates

This section allows the administrator to download Production and Development SSL certificates for APNs required to send push notifications when using Rox.Chat Mobile SDK for iOS. Certificates must be uploaded in .p12 format.

The same interface displays the date until which each certificate is valid, and information about expiring certificates will be displayed in the notification block of the administrative panel.

N.B.

In case your certificate contains a password or you wish to use multiple mobile applications at the same time, please contact technical support.

Parameter name	Description
Type	There are only two rows in the table: The Dev certificate is needed during the development and assembly of the application. The Prod certificate is already used when releasing your application based on the Rox.Chat Mobile SDK. Please note that by default, support for the prod certificate is enabled and support for the dev certificate is disabled. Special parameters are responsible for this, which cannot be edited from the administrative interface. To change them, contact technical support.
Valid till	This specifies the date until which the certificate is valid.
Upload	This field contains a button that brings up a window for downloading the certificate from your device.
Delete	The button to remove the certificate is placed here.

Timeouts and Generated Messages

This section edits the messages automatically output by the Rox.Chat service and their output parameters.

Parameter name	Description
Hello message at the beginning of a dialog	This message will be sent to the visitor at the very beginning of the chat with any agent. You can write a greeting, terms of consultation, etc.
Agent taking chat in processing timeout	With automatic distribution enabled, this timeout works if a chat is assigned to someone but has not yet been processed. This includes dialogs after translation (messages from both parties before translation are not taken into account). If the specified time has passed and there are other agents in the Online status when the setting for transferring a chat to the general queue is enabled, then: The agent is going invisible. The chat is transferred to the general queue, after which it can be assigned to another agent. These two items (1-2) can be performed an unlimited number of times. These two items can be performed an unlimited number of times. In case all agents are Offline, a "message is sent to the visitor to perform out-of-chat feedback". In the latter case, and also if the specified time has passed and at least one of the conditions is met: the setting of chat translation to the general queue is initially disabled, automatic distribution disabled When the timeout is triggered, the following happens: The visitor is given a message to provide feedback outside of chat (see below). If the visitor's email address is unknown, the service will also request his contact information. An email will be sent to the email address from the For Negative Feedback field with the subject line Rox.Chat: visitor has not received a response from the agent for a long time. Timeout may work several times during the chat, but items 2 and 3 are executed only once. The time is set in seconds. If set to `0`, the agent busy message will never be output.
Message for chat which was routed to the general queue after agent hadn't taken it in processing	Message text that is displayed to the visitor, if the timeout of the chat being processed by the agent has expired, the chat has been moved to the general queue, and there are other agents in the Online status. If there are no agents in the Online status, a message is sent to the visitor to provide feedback outside the chat.
Timeout for hold-on message before connection to agent	The timeout is triggered if the agent has not performed any actions in the chat, but the Timeout of taking the chat into processing by the agent has not expired yet. This timeout is a kind of intermediate timeout. If it is enabled, after the specified time has elapsed, a *Delay message is sent to the visitor until an agent is connected.. The time is set in seconds. If you set the value to `0`, the hold message will never be displayed until the agent is connected to the agent.
The holding message before connection with the agent	The text of the hold message that is sent after the Timeout for hold message before agent connection is triggered.
Agent's response timeout	This timeout works if the chat is already in processing, but the agent has not read at least one visitor's message. If the specified time has passed when the setting to move the chat to the general queue is enabled: The agent is going invisible. The chat is transferred to the general queue and can then be assigned to another agent. These two items (1-2) can be performed an unlimited number of times. These two items can be performed an unlimited number of times. In case all agents are Offline, a message is sent to the visitor to provide feedback outside the chat room. In the latter case, and if the specified time has passed and at least one of the conditions is met: the setting of chat translation to the general queue is initially disabled, automatic distribution disabled When the timeout is triggered, the following happens: The visitor is given a message to provide feedback outside of chat (see below). If the visitor's email address is unknown, the service will also request his contact information. An email will be sent to the email address from the For Negative Feedback field with the subject line Rox.Chat: visitor has not received a response from the agent for a long time. Timeout may work several times during the chat, but items 2 and 3 are executed only once. Time is set in seconds. If set to `0`, the agent busy message will never be output.
The message at transfer to the general queue of chat without reply of agent	The text of the message that is sent to the visitor, if the timeout for waiting for the agent's response has expired, the chat was moved to the general queue, and there are other agents in the Online status. If there are no agents in the Online status, a message is sent to the visitor to provide feedback outside the chat.
Timeout for hold-on message before agent's response	The timeout is triggered if there is at least one message left in the chat room that has not been read by the agent, but the Delay timeout until agent response has not yet expired. If it is enabled, when it expires, a hold message is sent to the visitor until the agent responds. The time is set in seconds. If `0` is set, the hold message will never be displayed until the agent responds.
Hold-on message before agent's response	The text of the message that is sent when the Timeout for hold message until agent response is triggered.
Message for feedback outside the chat	The text of the agent occupancy message that is displayed to the visitor in the two cases described earlier in this table: the timeout of taking the chat into processing by the agent has been exceeded, the timeout of waiting for the agent's response during the chat has been exceeded.
Timeout of automatic taking a chat off hold	This field specifies the time in seconds since the last activity after which the chat will be automatically closed. Default value: `3600`.
Timeout for finally closing chats previously closed by agents	This field specifies the time in seconds after which the chat will be automatically permanently closed after the chat is closed by the agent If the value `0` is specified in the field - timeout is disabled (chat is not closed, it is not recommended to set this value). Default value: `3600`.
Automatic chat cancellation timeout	If the visitor left (closed the chat window) without waiting for the agent to reply to his/her first message, and the waiting time was less than the refusal timeout, the event is considered rejected. If, all other things being equal, the waiting time was longer than the refusal timeout, then the event is considered a missed visitor. According to the type of event, it will also be counted in statistics (in the Missed or Denied columns). If this setting does not appear in your Control Panel, please send a request to support of the Rox.Chat service.

Private Keys

The keys used for data encryption are stored here.

The Rox.Chat service generates a pair of public/private keys to allow connection to the service through the API mechanism for identifying site users. The mechanism itself is described on separate documentation page. The private key is needed every time a request to the Rox.Chat server is made. It is used to sign the request, i.e. generate its checksum.

Spelling Dictionary

This section contains various word lists for spell checker, navigating and editing them.

Parameter name	Description
List of candidate words	Words added by agents when typing messages in Agent Workspace but not added to the dictionary.
List of added words	Words added to the dictionary by the administrator (from the list of candidate words or manually via the Add button).
List of forbidden words	Words rejected by the administrator from the list of candidate words.

Dialog Categories

In this section, you can configure the rules by which dialogs (chats) are assigned to certain categories and statuses.

Parameter name

Description