Using Agent Chat Console

Owned by sneha.tripathi
Last updated: Feb 05, 2021
2 min read

Once Configured, Support Agents can use the Agent Chat Console to interact with the end-users and resolve their queries. Support Agents receive requests based on the Support groups they are part of.

Support Agents can perform the following actions on Incoming User requests:

View waiting requests

  1. Navigate to Support Agent → Agent Chat Console.

  2. Click on Waiting Queue.

All active user requests assigned to the Support Agent’s support group(s), awaiting assistance are queued in Waiting Queue. The queue holds requests on the 'First come first' basis. If you are part of more than one Support group, the queue lists pending requests from all the support groups.

Accept and Resolve User Requests

  1. Select the required request in the Waiting Queue.

  2. Click on Accept button.

  3. The request now starts appearing in the Ongoing queue. Interact with the User and resolve user requests.

  4. Once done, click on End to close the conversation.

The Conversation now moves to Closed Queue and available for reference in the future.

You can only interact with users in conversations available in the Ongoing queue. You must ‘Accept’ the request before you can send a message to the user.

Transfer the chat conversation to Another group

In case a user request is incorrectly assigned to your group, you can transfer the conversation available in your Waiting or Ongoing queue to another Support group. To do so, follow the below steps:

  1. Select the required conversation in the queue.

  2. Click on the Transfer to Another Group button.

  3. Select the new Support group from the list of Online Support Groups, i.e., groups that are within Business Hours at the moment and at least one Agent associated with the group is logged in to the Console.

  4. Click on Transfer. 

  5. Click OK to confirm the conversation transfer.

  6. The conversation will now be removed from your queue and transferred to the Waiting queue of the selected Support group.

  • When successfully transferred, the waiting timeout is reset for the conversation.

  • A conversation can be transferred only once to another group, i.e., it cannot be further transferred to another Support Group.

Execute Action on behalf of the End-user

While interacting with the user, you can perform Support Agent Actions on the user’s behalf. These Support Agent Actions are predefined by the Tenant Administrators. Refer to Configuring Support Agent Actions for more details.

To execute the action, follow the below steps:

  1. Select the required conversation in the Ongoing queue.

  2. Click on the Support Agent Action button.

  3. Select the Support Agent Action.

  4. Obtain the information from the end-user and add it to the form fields.

  5. Click Submit to execute the action.

  6. On successful execution, the response from the action appears as a message. You can share the required information with the end-user.

  • Multiple actions can be performed during a user request.

  • Support Agent Actions can be performed on the conversations in the Ongoing and Closed queue.