Advance Settings

The Advanced Settings section allows administrators to configure additional inbox preferences, including:

• 📌 Sticky Assignment

• 🤖 Bot Settings

• 🗑️ Auto Delete Settings

These settings help automate ticket management and improve agent productivity.

1. 🔐 Log in to your account.

2. 📥 Navigate to Inbox Settings.

3. 📂 Select the desired inbox.

4. ⚙️ Click Advanced Settings from the left-side menu.

The Sticky Assignment feature ensures that a reopened ticket is automatically assigned back to the same agent or bot who previously handled it.

• Enabled

  • If a closed ticket is reopened, it is reassigned to the same agent or bot.

  • Helps maintain conversation continuity.

• Disabled

  • Reopened tickets remain unassigned.

  • A new agent must manually assign the ticket.

1. Navigate to Advanced Settings.

2. Under Sticky Assignment, turn on the Enable toggle.

3. Changes are applied immediately.
   

💡 Recommended for: Teams that want customers to continue conversations with the same support agent.

Bot Settings allow you to configure the automation bot for the selected inbox and define how long the bot session remains active.

• Choose the bot that should handle incoming conversations.

• Example: rajubot

• Specify the duration (in minutes) for which the bot remains active before the conversation is handed over or the session expires.

• Example: 10 Minutes

ℹ️ Note: The maximum supported bot session time is 1440 minutes (24 hours).

1. Select a bot from the Select Bot dropdown.

2. Enter the desired Bot Session duration.

3. Click Update to save the configuration.
   

Auto Delete Settings automatically remove attachments from conversations after a specified event or duration.

Note: If an attachment contains a caption, both the attachment and its caption will be deleted.

• Turn on the Enable toggle.

• Select when attachments should be deleted.

• Example shown:

• Delete After View

• This means attachments are automatically deleted once they have been viewed.

• Click Save to apply the selected auto-delete settings.

• Once integrated, the bot will automatically handle incoming tickets in that inbox.

• It will respond to users based on the predefined flow associated with that chatbot.

• If a ticket is already assigned to an agent, and the user replies, the bot will not respond to that ticket.

• Best Practice:
  When an agent resolves an issue and closes a ticket, they should:

  • Unassign themselves from the ticket before closing it.

  • Reassign the bot, if it was previously handling the ticket.

This ensures that if the user replies again, the bot can continue assisting without interruption.