Monitor incoming Connect Support conversations

In the support tab of the Connect sidebar, you can monitor the queues for which you are an agent and accept incoming conversations.

Before you begin

Role required: none

About this task

Note: The support tab is visible only if you are an agent for one or more queues.

Procedure

  1. Navigate to Collaborate > Connect Support.
    The Connect workspace opens in a new tab.
  2. Click the support tab of the Connect sidebar, indicated by a headset icon (Support icon).
    The support tab displays Queues to which you belong. It also displays your open support conversations under Cases. When a user starts a support conversation or an agent transfers a conversation to a queue, any agent who belongs to the associated queue has the option to accept the conversation. An agent can also request to transfer a conversation directly to you.
    The support tab of the Connect sidebar displays queues you belong to and support cases
  3. Accept a conversation in one of the following ways.
    OptionDescription
    Accept a conversation from a queue Under Queues, click Accept by the queue.

    The conversation opens in the conversation pane and an entry appears in the Cases section of the sidebar.

    Accept a transfer request Under Cases, click Accept by a transfer request.
    The transfer request contains buttons to Decline or Accept

    The conversation opens in the conversation pane. The agent who transferred the conversation may or may not stay in the conversation.

  4. Respond to the user and help resolve the issue.
    By default, your messages are added to the conversation record as comments and are visible to the user.