> For the complete documentation index, see [llms.txt](https://docs-conversational-ai.syntphony.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs-conversational-ai.syntphony.com/syntphony-live-agent-console/supervisor-workspace/settings.md).

# Settings

Customization center for platform settings and operational parameters.

## Settings

### Purpose

Configure global behavior for conversations, assignment, handover routing, and agent productivity tools.

### Who this is for

Administrators and supervisors who configure operational rules for the Live Agent Console.

### Prerequisites

* You have supervisor or admin access.
* At least one source is configured in [Teams Tab](/syntphony-live-agent-console/supervisor-workspace/index/set-up-a-new-source.md).

### Steps

#### Configure global settings

Use the **General Settings** tab to control chat capacity, inactivity behavior, transfers, collaboration, localization, and related options.

Settings are grouped into three tabs:

* **General Settings**: Operational behavior (see the sections below), plus timing and messaging for inactivity, transfers, collaboration, sound toggle visibility, and system language.
* **Quick Responses**: Predefined replies for faster agent interactions.
* **Conversation Tags**: Tags available to classify and track chats.

**Chat Operation**

Core behavior for workload, assignment, SLA display, and automatic archive.

<figure><img src="https://872231112-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWhWsbXR4KrslyXCVncNZ%2Fuploads%2Fgit-blob-38313c4879f4a22b76f5832c5071ed4263a9f020%2Fchat_operation_settings.png?alt=media" alt="Chat Operation settings: capacity, response threshold, dynamic assignment, archive schedule, and satisfaction survey"><figcaption><p>Chat Operation</p></figcaption></figure>

| Setting                             | Description                                                                                                     |
| ----------------------------------- | --------------------------------------------------------------------------------------------------------------- |
| **Maximum Chats per Agent**         | Global cap on simultaneous chats per agent. Can be overridden per agent where supported.                        |
| **Minimum Time Response (seconds)** | If an estimated response time is below this value, the UI shows it as “under” this threshold.                   |
| **Dynamic Assignment**              | When **Enable dynamic assignment** is on, chats are assigned automatically based on agent availability.         |
| **Archive Time**                    | Daily time (`HH:MM:SS`) and **Timezone** when closed chats are moved to archive automatically.                  |
| **Satisfaction Survey**             | When **Send survey after chat ends** is enabled, customers receive the post-chat survey after the session ends. |

**Inactivity Handling**

Define how long a customer can be idle before warnings and closure, and which messages they see.

<figure><img src="https://872231112-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWhWsbXR4KrslyXCVncNZ%2Fuploads%2Fgit-blob-bc8814bfaf7098729f4e2bc56cea97e452c7b27b%2Finactivity_handling_settings.png?alt=media" alt="Inactivity handling: warning delay, warning message, and close message"><figcaption><p>Inactivity Handling</p></figcaption></figure>

| Setting                               | Description                                                               |
| ------------------------------------- | ------------------------------------------------------------------------- |
| **Inactivity Warning Time (minutes)** | How long the customer stays inactive before the first warning is sent.    |
| **Inactivity Warning Message**        | Customer-facing text sent when the warning time is reached.               |
| **Inactivity Close Message**          | Final customer-facing text sent before the chat is closed for inactivity. |

**Transfers and Internal Collaboration**

Control transfer limits and whether agents can hand off chats or message each other inside the console.

<figure><img src="https://872231112-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWhWsbXR4KrslyXCVncNZ%2Fuploads%2Fgit-blob-792e02af077df07370d5798ccdcd62f6b7e136ad%2Ftransfers_colaboration_settings.png?alt=media" alt="Transfers and collaboration plus experience and localization settings"><figcaption><p>Transfers and Internal Collaboration (top) and Experience and Localization (bottom)</p></figcaption></figure>

| Setting                         | Description                                                                                 |
| ------------------------------- | ------------------------------------------------------------------------------------------- |
| **Maximum Transfers per Agent** | Global maximum number of chat transfers per agent.                                          |
| **Agent-to-Agent Transfers**    | **Enable agent-to-agent transfers** allows agents to transfer active chats to other agents. |
| **Agent-to-Agent Chat**         | **Enable agent-to-agent chat** allows direct agent-to-agent messaging inside the console.   |

**Experience and Localization**

These options appear in the same view as transfers and collaboration (see the figure above).

| Setting                                  | Description                                                                                                                                                                               |
| ---------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Notification Sound Toggle Visibility** | **Show notification sound toggle** controls whether the mute/unmute control appears in supervisor and agent headers. If the toggle is hidden, notification sound stays **on by default**. |
| **System Language**                      | Default language for system messages and the interface (for example **English**).                                                                                                         |

## Create quick responses

Quick responses provide a library of pre-written templates that agents can insert during customer conversations.

<figure><img src="https://872231112-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWhWsbXR4KrslyXCVncNZ%2Fuploads%2FzlO92D2AUh3NmFs2pmej%2Fimage.png?alt=media&amp;token=e1f10d73-d1bd-40d7-86e9-33562c02a59a" alt="" width="268"><figcaption></figcaption></figure>

Once quick responses are defined, they appear in the agent chat menu and can be inserted into the chat input with one click.

## Chat tags

The agent can add tags to a chat by using the Tags button at the top right of the conversation window.

<figure><img src="https://872231112-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWhWsbXR4KrslyXCVncNZ%2Fuploads%2FpVuVoI8AByz7wm2CWO9H%2Fimage.png?alt=media&amp;token=6020a32d-1034-4fd0-afce-8f6b3dc4797f" alt=""><figcaption></figcaption></figure>

When entering handover, the chat automatically acquires the "handover" tag as part of the tracking ecosystem.

The available tags for the agents can be defined by the supervisor in the settings section:

<figure><img src="https://872231112-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWhWsbXR4KrslyXCVncNZ%2Fuploads%2FFH2GLDlTEthlG4YFwRDx%2Fimage.png?alt=media&amp;token=c8d39bb2-d1e1-4570-bbbd-756de30e4dcc" alt=""><figcaption></figcaption></figure>

### Expected outcome

* Agents work with consistent assignment and productivity settings.
* Source-level handover schedules are configured from [Teams Tab](/syntphony-live-agent-console/supervisor-workspace/index/set-up-a-new-source.md).

### Related pages

* [Teams Tab](/syntphony-live-agent-console/supervisor-workspace/index.md)
* [Agent Workspace](/syntphony-live-agent-console/agent-console/index.md)
* [Dashboard](/syntphony-live-agent-console/supervisor-workspace/index-1.md)
* [Archived Tab](/syntphony-live-agent-console/supervisor-workspace/archived-tab.md)
* [What's New](/syntphony-live-agent-console/whats-new.md)


---

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