You can configure how your Capacity Live Chat Agents are displayed when a conversation with the Capacity chatbot needs to be escalated to a team member. Agents can personalize the experience by using their first name in the chat interface or set up a custom display name. You can also configure how long an agent has to respond to a Live Chat request.
- Click the settings icon in the left menu bar.
- Select LiveChat under App Settings.
- Choose to use the agent's first name or create a custom display name.
- Set the desired amount of time to respond to a Live Chat request.
- Hit Save Changes.