The Agent Chat Console in the Luma Virtual Agent allows the Support Agents to resolve users queries.
To access the Agent Chat Console features, it needs to be configured as per the organizations requirements. This ensures that the Agent Chat Console works and displays the data exactly the way it is configured.
The configurations for Agent Chat Console can be done under Tenants section. Tenant -> Settings -> Agent Chat Console.
Here, Administrator can configure the following for the Agent Chat Console:
Message Responses for multiple scenarios which can happen during Agent Transfer or during interaction with Support Agent.
Timeouts and their related responses for the End User as well as for the Support Agents.
Additional information about the user which can be viewed by the Support Agent in the Agent Chat Console.
Note: The details configured will be common to all the Support Agents of various groups. For more details about the Support Agent groups, refer to <User and Groups Management link> .