Live Chat Settings

Conversation visibility

Controls which conversations each human agent sees in the inbox: all of the channel's conversations, only the conversations assigned to them, or only the conversations of the agent groups they belong to. This setting is important in operations with several teams or agents, to prevent an agent from seeing (or replying to) another team's conversations.

Disable Enter key

By default, pressing Enter sends the message typed by the agent. This option disables that shortcut, requiring an explicit click on the send button — useful for teams that tend to write replies across multiple lines and end up sending incomplete messages by mistake.

Reassign conversation

Allows an agent to transfer the conversation to another human agent or to another agent group directly from the Live Chat screen, without having to go back to the automation flow.

Automatic reopening

Defines whether a conversation marked as "Done" should reopen automatically when the contact sends a new message, returning to the active inbox instead of remaining archived.

Final Notes

Enables requiring (or suggesting) a closing note when marking a conversation as done, documenting the reason/outcome of the service. These notes feed the "Final Notes" report in Statistics.

Prepend agent name

Automatically adds the human agent's name at the beginning of each message they send, useful on channels where the contact needs to know which agent they are talking to (for example, "João: Hi, how are you?").

Phone masking

Hides part of the contact's phone number on the Live Chat screen, showing it partially masked to agents — an additional layer of privacy in operations with sensitive data.

Desktop notifications

Enables browser notifications for agents when a new message arrives in a conversation, even with the NicoChat tab in the background.

Custom Url

Lets you configure a custom URL for accessing Live Chat, for example, to embed the inbox in your own dashboard or to share a direct access link.

SMS sender

Defines which SMS number/sender will be used when an agent manually sends an SMS message from the Live Chat screen, on channels with this option enabled.

Email profile

Defines which email profile (address/sender configured in Integrations) will be used when an agent replies manually by email inside Live Chat.

Auto pause minutes

Sets how many minutes the automation stays paused after a human agent replies manually to a conversation (the same mechanism as the "Pause Automation" counter mentioned on the main Live Chat page), preventing the automation and the human agent from replying at the same time.