Support Agents, Administrators and Developers can access the Agent Chat Console to interact with the users and resolve their queries. Support Agents will receive requests based on the groups they are part of.
Support Agents can:
View the list of all the incoming/waiting requests.
Transfer the chat conversation from Waiting & Ongoing queues to another group.
Accept the chat conversation from the Waiting queue and continue the conversation in Ongoing queue.
Close the chat conversation in Ongoing queue.
Take an action on behalf of the user with whom the Support Agent is interacting in the Ongoing or Closed conversation section.
Note: Support Agents can interact with the users only in the Ongoing queue. They need to accept the chat conversation to send a message to the user.