Chat Settings
The Chat Settings group holds the day-to-day tools for shaping how conversations are handled: who the customer is, which department a chat is routed to, which agent receives it, and what replies are ready to go. This page walks through each menu in that group.
Customers
Everyone who has ever chatted gets a customer card. SIPESAN creates it on its own the moment the first message arrives. Customers from the web who haven't given a number get an automatic guest ID, and you can fill in their card later.
On a customer card you can enter the name, email, and phone number, apply tags, and add custom fields — free-form info pairs like "Member No: 00123" or "City: Bandung". The person's entire conversation history stays attached to their card, so an agent always has context. Menu: Customers.
Tags
Tags are labels for grouping and easier searching. Give one a name and a color, then decide where it can be applied through two separate switches: on customers, on conversations, or both. For example, a "VIP" tag for important customers and a "Complaint" tag for chats that need attention.
Tags you no longer use can be switched off without deleting them, so older data stays intact. Menu: Tags.
Departments
Departments group agents and set channel behavior. Each department holds a few things:
- Opening hours per day, Monday through Sunday, in its own time zone.
- Automatic messages for each situation: welcome, connecting to an agent, no agents available, outside opening hours, and goodbye when a session closes.
- Auto-close timeout — how many minutes without activity before a chat closes itself.
- A default language for conversations.
One department can be marked as the default. Incoming sessions are shared out to whichever agent in the department has the lightest load, and outside opening hours customers get an offline message. Menu: Departments.
Department Users
This is where you decide who handles what. Assign an agent to a department, then set how they work:
- Max concurrent chats — the agent's capacity. The session distributor uses this number: agents who aren't full yet come first, so load spreads evenly.
- Can receive chats — switch it off while an agent is tied up with something else, without removing them from the department.
- A role and notes for internal use.
One agent can belong to several departments, each with a different capacity. Menu: Department Users.
Template Responses
These are ready-made replies for the questions that come up often. Give one a title, write its text, and set a short shortcut so an agent can drop it in mid-chat without retyping. A template can be scoped to a single department or to the whole business. Menu: Template Responses.
Chatbot
Under the Chatbot menu, you build an automated conversation tree without writing code. Each node can be a question, a statement, an action, or a handoff to an agent, and customers walk through it by tapping buttons or typing keywords. When a customer asks for a person, or their input misses too many times, the conversation goes to an agent with the full transcript.
If you need a smarter flow that answers freely, look at AI Flow and AI Agent. A comparison of chatbot, AI, and human agents is in the overview of all services.