A live chat system is only as effective as its configuration. Routing the right query to the right agent, enforcing response time standards, managing out-of-hours coverage, and maintaining consistent agent behaviour across a multi-team support operation all depend on precise settings that reflect the real operational structure of the business. Elitbuzz's Live Chat Settings module gives UAE enterprise support managers granular control over every aspect of the live support operation — from team composition and SLA targets to working hours, holiday calendars, and agent conversation limits.
These settings are the operational backbone of the Elitbuzz live chat handover system. While the Activating Live Chat page covers what live chat does, this page covers how to configure it precisely for the UAE business environment — including UAE weekend scheduling (Friday-Saturday), UAE national holiday calendars, and the multi-language team structures that characterise Dubai's diverse workforce.
Initial live chat configuration is launched from the Elitbuzz home page using the "Configure Live Chat" button, which opens a setup wizard guiding administrators through the foundational settings in a structured sequence. The wizard covers the primary bot selection for live chat activation, initial SLA parameters, first team member addition, and basic category creation. Once the wizard is completed, the full Live Chat Settings panel becomes accessible for detailed configuration.
The settings panel allows administrators to enable automated feedback requests at conversation close, prompting customers to rate their support experience. This feedback data surfaces in the Elitbuzz analytics dashboard as customer satisfaction (CSAT) scores per agent, per team, and per channel — giving UAE support managers objective quality measurement without manual survey distribution.
When no agents are available to accept a live chat request — due to all agents being at maximum concurrent conversation capacity or outside working hours — a configurable message is delivered to the customer explaining the situation and providing the expected response window. This message is customised for each team and each channel, allowing the hotel's live chat to deliver a different out-of-hours message than the technical support team's.
Administrators set a maximum queue wait time beyond which unassigned live chat requests are either escalated to a supervisor, delivered to an alternative channel, or acknowledged with a callback promise. This prevents customers from waiting indefinitely in a queue without visibility into when they will be served — a common complaint in unsophisticated live chat implementations.
Working hours are configured with full timezone support — important for UAE businesses operating across multiple emirates or serving GCC customers in different time zones. The UAE working week (Sunday to Thursday for most businesses; Saturday to Thursday for others) is set explicitly, along with specific national holiday dates that override normal working hour settings. This ensures that live chat routing behaves correctly on UAE National Day, Eid al-Fitr, Eid al-Adha, and other designated public holidays without manual intervention.
SLA (Service Level Agreement) targets are configured per team and per category, defining the maximum acceptable time from conversation assignment to first agent response, and from first response to full resolution. UAE enterprise clients typically configure first-response SLAs of 2-5 minutes for WhatsApp conversations and 15-30 minutes for email, reflecting the different urgency expectations of each channel.
The Elitbuzz dashboard displays SLA performance metrics in real time — the percentage of conversations where first-response SLA was met, average response time per agent, and a live view of conversations currently approaching or breaching their SLA window. Supervisors act on breach risks before they occur, not after the reporting cycle.
The Live Chat Settings panel is where agents, supervisors, and team administrators are added to the support operation. Each team member is assigned a role — Agent (handles assigned conversations), Supervisor (manages team queue, reassigns conversations, monitors SLA), or Owner (full administrative access). Multiple teams can be created for different departments, with each team having its own working hours, SLA targets, and category assignments.
Supervisors configure the maximum number of concurrent live conversations each agent can handle simultaneously, set per channel. A WhatsApp agent may be configured for a maximum of 8 concurrent conversations while an email agent handles 15 — reflecting the different response time expectations and composition effort of each channel. When an agent reaches their maximum, new conversations route to the next available agent in the team queue. This configuration is managed alongside the OneView Inbox where agents see their active conversation load in real time.
Categories are defined in the Live Chat Settings panel and mapped to teams for routing purposes. Common category structures for UAE businesses include: Sales Enquiries, Technical Support, Billing and Payments, Complaints, Account Management, and General Information. When the bot identifies a conversation's category during the automated phase — through intent recognition or explicit user selection — the routing engine directs the live handover to the team configured for that category.
UAE businesses operating across WhatsApp, Facebook Messenger, Instagram, and their website configure Live Chat Settings separately for each channel where relevant, or apply shared team configurations across multiple channels simultaneously. The flexibility to set channel-specific SLAs, routing rules, and working hours is what makes the Elitbuzz Live Chat system suitable for enterprise operations across diverse UAE business structures. Contact the Elitbuzz team to discuss your specific live chat configuration requirements before implementation.
Yes. Each team in the Elitbuzz Live Chat Settings has its own independently configured working hours, timezone, and holiday calendar. This allows a UAE-based technical support team operating Sunday to Thursday 9am-6pm to coexist in the same platform with an e-commerce team handling peak hours including Friday and Saturday evenings.
UAE national holidays are added manually in the Working Hours settings as specific dates that override the normal working schedule. When a national holiday date is reached, the live chat system treats that day as outside working hours regardless of the day of the week, routing conversations to the out-of-hours bot flow.
Yes. SLA targets are configurable per team and per category. Different SLAs for different channels are implemented by creating channel-specific routing categories with their own SLA settings, or by configuring separate teams for each channel with individually defined response and resolution targets.
New agents are added at any time from the Live Chat Settings panel using the “Add team member” button. The new agent is assigned a role, team, and maximum concurrent conversation limit immediately upon addition. They appear in the routing queue and begin receiving conversation assignments according to the configured routing rules from their first login.
Team membership and routing configurations are defined by the platform’s role and team architecture. Elitbuzz supports agents being assigned to multiple categories and queues — the specific multi-team membership capability is confirmed during the implementation planning phase based on the client’s operational structure.
Outside configured working hours, the bot handles all incoming conversations independently. If a user requests live agent support outside working hours, the configured out-of-hours response is delivered. On WhatsApp and social channels, the conversation moves to the Unassigned queue for supervisor assignment at the start of the next working period. Web channel conversations initiated outside working hours are typically dropped from the active queue unless configured otherwise.
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