Chat Settings
The Chat Settings allow administrators to control what information is displayed during user conversations. These settings improve visibility, transparency, and user experience during interactions. Each setting can be toggled ON/OFF as needed.
Settings Interface
Read Receipts
Purpose
Shows whether messages have been delivered or read by the recipient
When ON
Message ticks (✔, ✓✓) or indicators shown in chat interface
Helps users track if their messages have been seen
When OFF
No visual confirmation of delivery or read status shown
What it does
Shows delivery/read indicators (e.g., single/double ticks or "Seen")
Why use it
Improves transparency and reduces "did you see this?" pings
Behavior
Known Limits
Offline users and external guests may not return read events; indicators may show "delivered" only
Privacy Note
Some orgs consider read status sensitive—confirm policy before enabling
Status Changes in Chat
Purpose
Displays user status changes (like online, away, offline) inside the chat window
When ON
System messages (e.g., "User is now online") shown during chat
Useful for tracking activity in real-time
When OFF
Status changes are hidden from conversation view
What it does
Inserts small system notices when conversation/user states change
• User came online
• Agent assigned to chat
• Transferred to Billing Team
Why use it
Increases visibility of ownership and progress without leaving the thread
Best Practices
Keep notices concise
Use with routing/assignment automations so handoffs are visible
Start & Stop Messages
Purpose
Shows system messages when a chat session begins or ends
When ON
System-generated entries like "Chat started at 10:45 AM" or "Chat ended" shown
Provides a timeline of session activity
When OFF
No start or stop indicators visible
What it does
Adds system messages when a chat session starts/ends
• "Chat started by Priya at 10:04"
• "Session closed by system after 20 min idle"
Why use it
Creates a clear timeline for auditing and SLAs
Tips
Pair with auto-close/idle rules so users understand why a chat ended
Useful for support teams that export transcripts
Settings Comparison
| Setting | When ON | When OFF | Best For |
|---|---|---|---|
| Read Receipts | Message indicators Delivery status | Timestamps only | Teams needing delivery confirmation |
| Status Changes | System notices Activity tracking | Hidden status | Support teams with handoffs |
| Start & Stop Messages | Session timeline Audit trail | No indicators | Compliance and reporting |
Implementation Recommendations
Customer Support
Enable all settings for comprehensive tracking and audit trails
Internal Teams
Enable status changes and start/stop messages for collaboration
Privacy-Focused
Disable read receipts for sensitive communications