Support Agent

Assign staff to conversations, restrict access to assigned agents, and keep ownership clear for a smoother workflow.

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Restrict Chat Access to Assigned Agents

• 1) Restrict Chat Access to Assigned Agents : Limit visibility and actions
  • • Purpose : Only the assigned agent can view history and respond
  • • Tip : Useful for teams with multiple departments or tiers of support

Automatic Agent Assignment

• 2) Automatic Agent Assignment : Auto-assign staff to incoming chats
  • • Behavior : System assigns an available staff to each new chat
  • • UI : Assigned agent's name appears in the chat for admins and staff

Admin Control and Manual Assignment

• 3) Admin Control and Manual Assignment : Admins retain full control
  • • Admin Capabilities : Manually assign or reassign chats; review assignment history
  • • Use Cases : Escalate complex cases; route by language/expertise; cover shifts

Save Changes

• 4) Save Changes : Apply new settings
  • • Action : Click Save Changes to update rules instantly

Why Use the Support Agent Feature?

• Why Use the Support Agent Feature? : Key advantages
  • • Secure Access : Only assigned agents can access specific chats
  • • Faster Responses : Auto-assignment speeds up engagement
  • • Improved Metrics : Track performance by agent
  • • Better Workflow : Clear ownership improves coordination
  • • Customer Confidence : Consistent point of contact