Email and agent chat settings

The Assistant sidebar exposes Email & Agent Chat when the organization has the Chat Mode feature enabled. This page belongs to the AI Assistant product and configures behavior around Zendesk agent conversations. It is not the public website AI Chatbot product.

​

Chat welcome messages

The current Chat Mode settings let administrators create welcome-message profiles by language. Each profile includes:

• Language
• Welcome Message
• Delay Threshold
• optional Delay Message
• Active / Inactive state

A Default language profile acts as the fallback when no language-specific profile applies.

​

Supported language choices

The current settings UI includes Default plus common languages such as English, Spanish, French, German, Italian, Portuguese, Dutch, Polish, Russian, Japanese, Korean, and Chinese. Use the current dashboard list as the source of truth if language options change.

​

Delay message

The delay threshold controls when RAUM displays the optional waiting message while a Chat Mode response is taking longer than expected. The current editor accepts a threshold from 0 to 300 seconds. A useful delay message acknowledges that the system is still working without promising an outcome it has not yet established. For example, prefer I’m checking that for you now over Your refund will be ready in a moment when the refund has not actually been approved.

​

Agent controls inside Zendesk

The settings here do not define the toolbar buttons available to agents. When the Zendesk app detects a realtime chat/messaging conversation, the app exposes controls such as:

• Chat Reply
• Fix
• Friendly
• Expand
• Translate
• Rewrite

For those controls, see Chat and messaging mode.

​

Separate from AI Chatbot

AI Chatbot is RAUM’s public website widget with its own Channels, Widgets, Conversations, Forms & Handoffs, public-action security, and visitor identity model. Do not use this Assistant settings page as documentation for website widget configuration.