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Chat Settings

This tab is dedicated to configurations related to the analysis of chat conversations.

Premium Feature

Chat conversation analysis is a premium add-on feature. If this feature is not enabled for your organisation, this tab will display a message indicating that "Chat Conversation Analysis Not Yet Enabled" and provide information on how to contact support (support@icana.ai) to inquire about it.

Chat Processing & Distribution

If chat analysis is enabled and configured for your organisation:

  • Email Recipients (chat_catchall_emails) — a list of email addresses (one per line) to receive chat analysis reports
  • Processing/Distribution Toggles — options to enable/disable certain aspects of chat processing or report distribution

Chat CSV Column Mappings

If you upload chat data via CSV files, these settings define how the columns in your CSV file map to the fields CallCoach expects (e.g., which column contains the agent name, customer message, timestamp, etc.).

Each field has a label (e.g., "Agent Identifier Column") and a text input where you specify the exact name of the corresponding column header in your CSV file.

Warning

Accurate mappings are crucial for CallCoach to correctly interpret your chat data. Incorrect mappings will lead to errors in analysis or inability to process the files.

Common Questions

I don't see the Chat Settings tab, or it says the feature is not enabled. Why?

Chat conversation analysis is an optional, premium feature. If it's not visible or accessible, your organisation may not have subscribed to it. Contact support@icana.ai or your CallCoach account manager to discuss enabling this feature.

Where do I find the expected CSV column names for mapping?

The placeholder text or description for each mapping field usually gives an example (e.g., "e.g., AgentName"). If you are setting this up for the first time, consult any documentation provided by Icana.AI or contact support for guidance on the required CSV structure.