Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Go to Haptik Website
  • Join the Community
  • Contact Us
  • Home
  • Agent Setup
  • Haptik's Smart Agent Chat
  • Use

How will agents take chats?

Written by Medha Anand

Updated on August 26th, 2021

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Getting Started
    Build Deploy Analyse Manage Account
  • Bot Building
    Essentials Smart Skills Steps User Messages Bot Responses Entities Connections Customisations User feedback collection Testing Whatsapp Bots NLU
  • Conversation Design
    Conversation Design for Whatsapp Bots
  • Developer Guides
    Code Step Integration Static Step Integration Shopify Integration SETU Integration Exotel Integration CIBIL integration Freshdesk KMS Integration PayU Integration Zendesk Guide Integration
  • Deployment
    Web SDK Whatsapp Facebook Instagram Sunshine Conversation LINE Google Business Messages Telegram MS Teams Bot as an API iOS SDK Android SDK
  • Agent Setup
    Haptik's Smart Agent Chat Zendesk Chat Salesforce Service Cloud Freshchat Zoho NICE CXOne
  • Analytics & Reporting
    Intelligent Analytics
  • Troubleshooting Guides
    Error Messages FAQs
  • Release Notes
+ More

Table of Contents

How to use My Chats?Monitoring ChatsNotifications and Sounds

In real-time, agents receive the chats on the MyChats Page of the Smart Agent Chat. Once they receive the chats they can start responding back to the users. Along with responding back to the user, agents can check the live statistics around the chats they are handling, can raise tickets in your CRM system, etc.

How to use My Chats?

image

In this tab, an agent can start taking chats assigned to him/her personally. The screen is divided into multiple sections. We will call it LHS, Centre, and RHS for ease of understanding.

Left Hand Side of the screen

In the left-hand side of the My Chats section, agents can view their status, they can change the status from the top left corner. They can view their chat statistics for the day and also the ongoing chats with the chat status.

Click here to know more about the live statistics in detail.

Centre of the screen

The center of the screen comprises the main message composer where agents can interact with the users.

Click here to know more about message composer in detail

Right Hand Side of the screen

The right-hand side of the screen comprises user details that were collected from the user on the bot. The agents can also view the user's previous conversations and notes added by other agents with respect to the present user. If there is any external tool added, the agents will be able to see them in the right section of the My Chats page.

Click here to know more about the user details and external tools in detail.

Monitoring Chats

The Team Leaders can monitor the incoming traffic and also the chats which agents are handling using -

  • Team Capacity
  • Monitor Chats on Business and Teams

Team Capacity

When the agents are handling chats, on the Manage Agents section, the Team Leaders (TL) can analyze the real-time incoming traffic and check if they need more agents to come online to handle the incoming chats.

Click here to know more about handling Team Capacity in real-time.

Monitor Chats

There are two ways you can monitor the ongoing chats or completed chats -

  • From Business
  • From Teams

By monitoring the chats the TLs can check if the agents are handling the chats correctly, you can also analyze the conversations between the agent and the user.

Click here to know more about the monitoring chats.

Notifications and Sounds

Notifications and sounds are sent to agents to increase their productivity. These help to get their attention back.

Following are the scenarios where we send these notifications and sounds -

New chat

  • When the agent is on the MyChats screen, a newly assigned chat will be indicated by a sound.
  • When the agent is not on the MyChats screen or using some other application, a newly assigned chat will be indicated by a notification popup accompanied by a sound.
  • When the agent is on any native app and a new chat gets pinned, it will be indicated by a notification popup and sound.
  • There will also be an indication of the number of new chats pinned on the window.

The number of active chats will be indicated on the MyChats screen icon.

If you are not receiving the notification or sound alerts, please read here to resolve the issue.

New message

  1. When the agent is on the MyChats screen and receives a new message from any user, it will be indicated with just the number bubble and no sound.
  2. When the agent is not on the MyChats screen and receives a message from any user, it will be indicated with a sound and a notification.
Delete

Warning

If the user has already given feedback to the bot, the feedback module won't pop up again in the next two hours.

Example:

  • If the user talks to the bot and is unsatisfied with the bot responses, the user would give poor feedback to the bot and would ask for a "chat with an agent" option.
  • Once the chat is handed over to the agent and the agent solves the user's queries, the feedback module won't pop up as the feedback has already been collected for the bot. 

The solution for this is to add {Feedback} as a Canned response which agents can send at the end of the conversation to collect feedback for themselves.

Was this article helpful?

Yes
No
Give feedback about this article

Related Articles

  • Where can the agents check their chat statistics?
  • How to use Message Composer area on Smart Agent Chat?

Platform

  • Conversation Studio
  • Smart Skills
  • Advanced NLU
  • Intelligent Analytics
  • Omnichannel
  • Smart Agent Chat
  • Enterprise Security
  • Integrations

Solutions

  • Conversational Commerce
  • Lead Generation
  • Customer Care
  • WhatsApp
  • Conversational IVR
  • Google Business Messages

Industries

  • Retail/ E-Commerce
  • Financial Services
  • Travel & Hospitality
  • Telecom

Knowledge

  • ROI Calculator
  • Reports & Research
  • Case Studies
  • Webinars
  • ISAT
  • Tech Blog
  • Business Blog
  • Resources
  • Haptik v/s Yellow
  • Haptik v/s Liveperson
  • Haptik v/s IBM Watson
  • Haptik v/s Verloop
  • Conversations on AI

Company

  • Why Haptik
  • About Us
  • Careers
  • News & Media
  • Awards & Recognition
  • Contact Us
  • Partnerships
  • Investor Relations

Subscribe

Sign up to recieve the latest updates

Find us on

  • Twitter-footer
  • Linkedin-footer
  • YT-footer
  • Insta-footer
  • G2-footer
  • Facebook-footer

Copyright © jio Haptik Technology Limited 2021 | Data Security & Privacy Policy | GDPR

North America | Asia Pacific | Africa | enterprise@haptik.ai

Definition by Author

0
0