Configure Agent Chat Console

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

Agent Chat Console in the Luma Virtual Agent allows the Support Agents to resolve user's queries. Support Agents from various Support Groups can manage and respond to multiple inbound requests from end-users who want to chat with a Support Agent in case the Bot is unable to resolve their request. End-user can use the ‘Transfer to Agent’ system skill configured for your bot to request to talk to a Support Agent from a Support team.

Agent Chat Console can be accessed by users who are part of the Default Support Group, Default Administrator, and Default Developer Groups.

Follow the below steps to configure Agent Chat Console and setup Support Groups in Luma Bot Builder. This ensures that the Agent Chat Console displays information as per the organization's requirements and Support Groups can use the Console effectively.

Manage Agent Chat Console Settings

  1. Navigate to Tenant → Settings → Agent Chat Console.

  2. On the Settings section, click Edit to configure the following:

    1. Message Responses for multiple scenarios that can happen during Agent Transfer or during interaction with Support Agent.

    2. Timeouts and their related responses for the End User as well as for the Support Agents.

    3. Additional information about the user, which can be viewed by the Support Agent in the Agent Chat Console.

  3. Once updates are done, click Save.

Note: The configurations are common to all the Support Agents of various groups. For more details about the Support Agent groups, refer to User and Group Management.

Create Support Group

Customer Support Teams in your organization should be added to Luma VA so that the Agents can access Agent Chat Console and manage incoming end-user requests. You can create Support Groups for the teams and add Support Agents to these groups. This ensures that end-user requests can be directly transferred to the appropriate teams.

Follow the below steps to set up Support Groups:

  1. Navigate to the Tenant → User Management → Groups tab.

  2. Click on the Create Group button.

    1. Enter the group Name.

    2. Provide a Description to the group.

    3. Select group Status. 

  3. Select the Support Groups as Purpose of the group.

  4. Click on Create.

  5. The group is now created. Click on Edit.

  6. In the Users section,

    1. Click Add User.

    2. From the user’s list, select the Support Agents one by one.

    3. Click Add

  7. In the Skills section,

    1. Click Add Skill

    2. Select the required skills from the list and click Add. 

  8. In the Business Hours section, configure the working hours for the support team. Note that the Support Group will receive user requests only during the configured Business hours.

    1. Click on Add.

    2. Add the Time zone, Valid dates, Working Days, and Hours.

    3. You may add multiple schedules for various support shifts.

  9. Click Save.

You Support group is now ready. The Support Group now appears to the end-user when Transfer to Agent is requested. The Support Agents can log in to Agent Chat Console and resolve end-user queries. Refer to Agent Chat Console for more information

  • Once a Custom Group is created, the Purpose of the group cannot be updated.

  • Outside the configured Business hours, Support Groups appear Offline and cannot accept user requests.

  • A Support Agent can be part of multiple Support Groups