Configure chat session tabs

  • Release version: Yokohama
  • Updated May 14, 2025
  • 2 minutes to read

    • Configure settings such as duration and color for the chat SLA threshold timers for a selected workspace in the Conversational interfaces (CI) Admin Console. These timers alert agents to unread messages in inactive chats.

    Before you begin

    Role required: admin

    About this task

    Enable the chat session tabs feature and select the workspace that the feature applies to.

    You can configure a minimum of one and a maximum of three chat SLA threshold timers for a workspace. These timers alert agents to unread messages by changing the tab colors of the inactive chats.

    Procedure

    1. Navigate to All > Conversational Interfaces > Settings.
      This displays the CI Admin console with the Settings tab selected.
    2. Select Agent Chat on the left side of the CI Admin console.
      This displays the Agent Chat settings screen.
    3. In the Session Tab Settings section, enable the Activate button in the upper right corner and select Save.
      This is a global switch that enables the feature for an instance.
    4. Select CSM/FSM Configurable Workspace in the Select a workspace for tab settings field.
      This is the workspace for which you want to enable the chat session tabs feature.
    5. Enable the Session Tab Enabled button and select Save.

      This enables the chat session tabs feature for the selected workspace and adds the Level 1 timer automatically.

      When enabled, inactive tab colors change color to alert agents to unread messages. You can configure a minimum of one and a maximum of three SLA threshold timers that alert agents to impending SLA breaches.

    6. Configure up to three SLA threshold breach warnings.
      1. Select the length of the timer for the SLA breach warning (Level 1).
        This timer alerts the agent to an SLA breach by changing the color of an inactive tab when it reaches the selected duration. The default setting is 30 seconds after the first new message is received.
      2. To configure a second SLA breach warning, select Add Level.
      3. Select the length of the timer for the SLA breach warning (Level 2).
        This timer alerts the agent to a critical SLA breach by changing the color of an inactive tab when it reaches the selected duration. The default setting is 1 minute after the first new message is received.
        Note:
        The length of time for the Level 2 timer must be greater than the Level 1 timer.
      4. To configure a third SLA breach warning, select Add Level.
      5. Select the length of the timer for the SLA breach warning (Level 3).
        This timer alerts the agent to a severe SLA breach by changing the color of an inactive tab when it reaches the selected duration. The default setting is 2 minutes after the first new message is received.
        Note:
        The length of time for the Level 3 timer must be greater than the Level 2 timer.
    7. Select the tab color for each of the configured SLA threshold breach warnings in the Tab color field and then select Apply.
      You must select a unique tab color for each warning level. After applying your selection, you can see a preview of the tab with the selected color.
    8. Select Save.
      The workspace is added to the Configured workspaces list in the Session Tab Settings section.