1 Min Video: Agent accepts a chat session using the agent dashboard - helpful during a POC

1 Min Video: Agent accepts a chat session using the agent dashboard - helpful during a POC

Video

Or... https://www.youtube.com/watch?v=4v8lNKve5KM

Details

In our chat app, it's important to connect inbound chat sessions with available agents.

This covers a very simple example that might be used during a POC.

In this case, the agent is monitoring the agent dashboard, is notified of a chat sessions that needs to be connected with an agent, and then accepts the chat.

Agents can also use the agent dashboard to enable, or disable, their status. If they are enabled, they will be notified of waiting chats and can accept chats.

If they are disabled, then they will not be notified of waiting chats and will not accept chats.

Once connected with the chat that requested help, the agent will use the chat UI to chat - and they can also:

  • Use 'Agent AI Assist' to have AI provide suggestions.
  • Send standard replies to common questions
  • Enable real time language translation
  • View a history of previous chat sessions that the other user has engaged the system with
  • View a list of FAQs the user possibly viewed prior to routing to the agent.

See Also:

https://www.chimev5.com/how-to-use-chat-ai-service-desk-agent

Transcript Follows:

Hi, in this quick video I want to show you how you can use the agent dashboard, monitor incoming chats and accept chats for end users who are looking for help. In here I can see a new incoming chat and I can see the question here and if the um user ends up looking for help from an agent, I'll get prompted like this. I can either accept the chat through this button or click anywhere in the middle here and it'll open up the chat window for me. Uh once this loads in, I'll now be connected to the user and I can talk back and forth with them. Um I also get some additional information like what their initial question was and I also have access to things like standard replies which are pre-loaded messages I can send out to the user. I also have the option to upload files and I also have the option to escalate to a team's chat if I need

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