Live Chat Settings Feature (Wavixo)

⭐ What Are Live Chat Settings?

The Live Chat Settings section in Wavixo helps ensure that user chats are managed smoothly and made visible to all agents when required.
As shown in the screenshot on page 1, Live Chat Settings includes two primary options:

Quick Guide

Auto-Resolve Chats

Earlier, if an agent intervened in a chat but forgot to press Resolve, the chat stayed locked under that agent—even if the user messaged again.
This caused problems such as:

Other agents not seeing the new messages

Chats staying stuck in one agent’s “Intervened” list

Inaccessible chats if that agent was removed from the project

This issue persisted even though the chat moved to the History section after 24 hours of inactivity.
To solve these challenges, Wavixo introduced the Live Chat Settings → Auto-Resolve Chat feature.

⭐ How Auto-Resolve Chat Works

When Auto-Resolve Chat is enabled:
Any chat automatically resolves after 24 hours of inactivity

The chatbot regains control

When the user messages again, the conversation appears under all agents’ Live Chat sections, not just the previous agent’s

This ensures no chat becomes permanently inaccessible or stuck under one agent’s name.
The toggle for Auto-resolve is shown on page 1 and page 2.

⭐ Example: How Auto-Resolve Helps Your Team

The example on pages 2–4 demonstrates how Auto-Resolve prevents chat blockage.
Scenario Without Auto-Resolve

Agent 1
Intervenes a user named “Shivam”

Solves the query

Forgets to click Resolve

The screenshot on page 3 shows the chat still stuck in Intervened state after 24 hours.

Agent 2
Opens the Live Chat panel

Cannot see Shivam’s new messages

The chat does not appear in Active or Requesting sections

This creates a visibility issue—new chats become invisible to every agent except the one who forgot to resolve.

Scenario With Auto-Resolve
If Auto-Resolve is enabled:

At the end of the 24-hour session window, the system automatically resolves the chat

The user is returned to Active state

When the user sends a new message, all agents can now see and intervene in the chat

As shown in the screenshot on page 4, Agent 2 can now view and respond to Shivam’s message normally.

This ensures:

✔ No chat gets stuck
✔ No user message is missed
✔ All agents have equal visibility
✔ Chatbot regains control after agent inactivity

⭐ Summary of Auto-Resolve Benefits

Prevents unresolved chats from blocking new messages

Ensures round-the-clock visibility for all agents

Automatically clears Intervened chats after 24 hours

Prevents issues if an agent is removed from the workspace

Keeps chat handling smooth, consistent, and automated

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