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The Agent Chat Console is an interface for agents to handle multiple inbound requests for users who want to speak to an agent. When a user is chatting with Luma and has a question that is better answered by a person, the user can enter "transfer to agent" and immediately be added to a queue to talk to a person. It can be launched by authenticating the user's email address or Unique User Identification (UUID) such as alternative email address.
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If there are duplicate email IDs, then the agent chat console window opens but does not connect to the agent. |
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Click Save to create the ticket. Once the ticket is created, the success message and the ticket number are displayed as shown below.
- End Chat: Once the Administrator's problem is solved, Analyst uses this button to end the chat. Clicking End Chat prompts the Analyst with a message stating 'Click Yes to end the chat or else click No to cancel it.' On clicking No, the Administrator is redirected to the Luma environment.
- Search By Name: Use this field to search chats queue with name.
- Logout: Click this option to logout from the live chat console.
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