How to Configure General System Settings?

General settings is a central section for preparing the operator panel for work. Here you configure bots, users, operator panel, settings, and quick replies.

When You'll Need This

  • You need to prepare the system for work after installation.
  • You need to configure bots, users, and operator panel.
  • You need to change system work parameters.
  • You need to configure quick replies for operators.

What's Important to Know

  • General settings — central section for configuring all system parameters.
  • Access to general settings: Burger menu → General Settings.
  • Settings are organized by categories for convenient navigation.
  • Some settings are available only for ConnectiveOne employees.

Before You Start

  • You are logged in with administrator rights.
  • You know which settings need to be changed.

How to Find General Settings?

  1. Open the burger menu (menu icon in the top left corner).
  2. Go to "General Settings".

Overview of General Settings Categories

Bots

Bots list — section where you can view, create, and manage all available bots in the system. Here you can add new bots, edit existing ones, and configure their parameters.

Bot groups — section where you can create and manage bot groups for convenient organization and management of multiple bots simultaneously. Groups help structure bots by purpose or categories.

Additional user fields — section where you can configure additional fields for users through the graphical interface and through JSON. 10 field types are available:

  • Text
  • Long text
  • List
  • List via API
  • File
  • Number
  • Large number
  • Decimal number
  • Date
  • Checkbox

Additional client fields — section where you can configure additional fields for clients through the graphical interface. 10 field types are available (similar to user fields).

Users

Users — section where you can view, manage, and add operators, administrators, and other system users. Here you can:

  • Activate or deactivate user accounts
  • Manage their profiles
  • Add new users
  • Edit existing user data

User rights — allows defining roles and access rights for different user groups. Administrators can create new roles and configure their rights according to company needs. This allows flexible management of access to different system modules and functions.

Operator Panel

Operators — (deprecated) this section will be removed soon. Use the "Users" section for operator management.

Topics — allows creating and editing request topics for structuring dialogues with clients. Topics help categorize requests and route them to appropriate operators.

Skill groups — groups that define which dialogue topics an operator can handle. Each skill group contains a set of topics and subtopics, allowing flexible configuration of operator access to different types of requests. An operator can be assigned to one or more skill groups.

Statuses — settings that allow creating and managing different operator statuses, such as "online", "offline", "on break", etc. Each status has its parameters and defines whether an operator can accept dialogues in this status.

Dialogue statuses — this functionality allows tracking reasons for closing requests in dialogue history and analyzing this data. Using statuses simplifies analysis of user requests and helps improve service quality.

Tags — a system for marking dialogues that allows categorizing and filtering requests by various attributes. Tags can be added to dialogues during communication with the client, simplifying further search and analysis of requests.

Priorities — a list of priorities for tickets that can be configured according to organization needs. Priorities help determine urgency and importance of tickets for their further processing by operators.

Metrics — a tool for measuring and tracking operator performance indicators. Currently only 2 metrics are supported:

  • TFR (Time to First Response) — time to first response
  • TTC (Time to Close) — time to close dialogue

Calendars — here it's described how SLA metric expiration time is calculated using a calendar. You can configure a work calendar through JSON for calculating expiration time of various SLA metrics in your tickets. The calendar takes into account work days, weekends, and holidays.

Settings

Timers — settings for time parameters for automatic dialogue closure when user is inactive. You can set wait time and activate or deactivate this function for all chats. This helps automatically close inactive dialogues and free operator resources.

Settings for all operators — these settings allow you to manage main operator work parameters, including:

  • Statuses when inactive
  • Message sending delay
  • Global rules for all operators

Global style editor — allows configuring the appearance of the operator panel interface, including colors for different dialogue types, icons, and other interface elements. Using CSS, you can fully personalize visual design to match your corporate style.

File work — allows configuring maximum file size and allowed file formats, including their type, extension, and MIME type. This helps control stored file volume and ensure system security.

Client card field editor — allows configuring field display in the client card using JSON configuration. Each field can be shown or hidden, and field order in JSON determines their display order in the interface. Additionally, you can configure individual fields through the "extra_data" flag.

Dialogue settings — allows managing chat display in the system. Here you can configure which dialogues are displayed, how they are sorted and filtered.

Ticket settings — allows configuring automatic field assignment when creating a ticket in the operator panel through a process. This helps automate ticket filling and simplify operator work.

Hot keys — this section allows configuring which key combinations are used for working with messages. Hot keys simplify operator work and increase request processing speed.

Quick Replies

Quick reply categories — allows creating and organizing groups for quick replies. Categories help structure message templates and make them more accessible to operators.

Quick replies — allows creating and managing message templates for quick client responses in the operator panel. Quick replies allow operators to quickly respond to typical client questions using ready templates.

Instance Settings (access only for ConnectiveOne employees)

Instance settings — here you can configure main system parameters, such as:

  • Analytics
  • AI model
  • File sizes
  • Error tracking

These settings are available only to administrators and ConnectiveOne employees.

What Happens Next

After configuring all necessary parameters, the system is ready for work. Operators can start processing client requests, use quick replies, and work with dialogues and tickets.

How to Verify Everything Worked

  • Check that all necessary settings are saved.
  • Ensure that users and operators have correct access rights.
  • Check that topics, skill groups, and statuses are configured correctly.
  • Test system work with real requests.