Agent

active chats feature name definition active chats livechat automatically assigns customers to an agent the agent can view the chats that have been assigned to him/her in the tab “active chats” after the livechat agent and customer have connected, they can initiate the session and resolve queries the livechat agent can also send images and pdf documents if necessary voice to text functionality agent can use the canned responses by typing ‘/’ in the textbox and then can select the canned response displaying as suggestions above the textbox in case the agent is still not able to help the customer, they can choose to transfer the chat to another agent who is online they can also choose auto assign, in which case, livechat will automatically assign the session to another agent if the conversation between customer and agent is over, the agent can then end the chat by providing a closing category to the chat asynchronous chat (livechat)if the same customer raises a request on livechat from the chatbot then it will also load that customer’s previous chats voip available as an option previous chats on the bot will be visible to the agent request in queues if the agent capacity is full for the livechat, now the agents can view & self assign waiting chats these waiting chats are sometimes getting dropped archive chats the chat history of all the chat sessions that have been successfully completed by the agents can be viewed in the tab “archived chats” voip settings profile agent can view all the information provided while creating an account and who is his/her supervisor calendar agent can view the working days and work timings canned response agent can also add canned responses which will be reflected for his/her account general settings agent can enable desktop notifications online/offline toggle agent can toggle online once he is ready to do conversation with customers and can toggle offline by providing a reason such as stop interaction, lunch, meeting, ad hoc,training, coffee bifurcation of source lead is active from which source (smartphone or desktop) will be visible to the agent in the customer detail section invite agent for group chat with a customer agents will have an option to invite another agent while interacting with the end user to solve the customer queries multiple agent invite in an ongoing chat with a customer livechat admin can configure the number of agents that can be added in a single chat