The Chat agent gets an email with credentials to the Live Chat tool.
Using the credentials, a Chat agent logs in and clicks on Agent Chat. Now, the Chat agent can essentially click on the My Chats tab i.e. the first option depicted in the left-hand menu.
In this tab the chat agent can start taking chats assigned to him/her personally.
A chat agent can:
- View his current live chats
- Exchange messages with the user
- Send smart actions
- Mark chat as complete or waiting for user
- Assign chat to a person or a team
- Use custom tools
- Adding disposition tags
Depending on the permissions and features assigned to a Chat agent user, more actions could become accessible.
Tip: We also have a system to enforce Data level permissioning i.e. an agent user is allowed to view/edit data for which business can be controlled using this.