Conversation Settings – Mainstay

Overview

This page shows you information about Live Chat and Disabling the AI to control conversation flow for your bot.

Live Chat Duration: Use this to set how long a Live Chat session will last after the last interaction from the agent. (This timer resets every time you send a message. If it runs out, the contact is exited from the Live Chat state and the bot will resume responding.)
Disable Live Chat: Toggle this on to disable the Live Chat feature altogether. The "Start Live Chat" button will not appear on Conversations.
Disable Escalations During Live Chat: Toggle this on to prevent the bot from triggering escalations when an incoming message (during a Live Chat) matches to a topic with an escalation rule.

Disable KB Responses: Toggle this on to effectively put all contacts into "Live Chat Only" mode. As above, the bot will not respond to incoming messages using the Knowledge Base content, but messages that match to certain topics will still trigger escalation emails.
Disable KB Responses + Escalations: Toggle this on to effectively put all contacts into "Live Chat Only" mode. The bot will not respond to incoming messages using the Knowledge Base content, and those messages will not trigger escalations.
Enable Emergency Auto-Response: This feature allows you to redirect all incoming messages to a specific Script. Use this in cases of emergency, when you need to quickly set an auto-response message for everyone; this will disable the AI responses for all SMS and Webchat users.