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    Home Paris Now Platform Capabilities Now Platform capabilities Workspace Setting up Workspace Setting up chat in workspace Workspace Agent Chat

    Workspace Agent Chat

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    Workspace Agent Chat

    Configure Workspace Agent Chat to enable customers to ask questions and receive information by chatting with a live agent. Through Agent Chat, agents communicate with customers, create incident or case records, or transfer chats to another agent or queue.

    Agent Chat uses a persistent widget for chat conversations on any portal page of the portal that you're using. You can establish assignment rules to enable chat conversations to reach the best agent available who has the capacity and skills to handle the job. The agent can transfer the chat to another agent if necessary. Agents can use response templates to enable reusable, consistent messages to requesters.

    • Set up Workspace Agent Chat

      Configure Workspace Agent Chat to enable live agent chat with customers. Through Agent Chat, agents interact with customers, create incident or case records, or transfer chats to another agent or queue.

    • Agent Whisper overview

      Agent Whisper lets agents and chat supervisors have a conversation without the requester knowing.

    • Build a report to track the number of help requests

      Create a report that tracks the number of help requests.

    • Idle live chats

      By default, the system automatically checks live chat sessions every two minutes through the Idle Chat Time Task scheduled job to ensure that chat sessions are still active. If requesters don't respond within 180 seconds (three minutes) during an active chat session, the session becomes idle. They receive a reminder message that tells them that the conversation is timing out and asks if they're still there.

    • Download chat transcript

      Once a conversation between a requester and a live agent ends, the requester can download a transcript of the conversation.

    • Associating user profiles on messaging interactions

      Use extension points to call custom scripts.

    • Anonymous user chat sessions

      Anonymous users (unauthenticated guests) can chat with support agents in the web chat client, without logging in to a service portal. Admins can control certain aspects of the conversational experience for guest users, such as enabling resumable chat sessions after a browser refresh.

    • Chat surveys in Agent Chat

      Display conversational questionnaires to your end users to gather important information from them, before and after they chat with a live or virtual agent. For example, you can run pre-chat surveys to collect preliminary information about your requesters and use that information to route chats to appropriate live agents. Use post-chat surveys to get user feedback on their experience with your support agents.

    • Quick actions in Workspace Agent Chat

      Set up shortcuts in Workspace Agent Chat so agents can work more efficiently with their customers.

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      Workspace Agent Chat

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Workspace Agent Chat

      Configure Workspace Agent Chat to enable customers to ask questions and receive information by chatting with a live agent. Through Agent Chat, agents communicate with customers, create incident or case records, or transfer chats to another agent or queue.

      Agent Chat uses a persistent widget for chat conversations on any portal page of the portal that you're using. You can establish assignment rules to enable chat conversations to reach the best agent available who has the capacity and skills to handle the job. The agent can transfer the chat to another agent if necessary. Agents can use response templates to enable reusable, consistent messages to requesters.

      • Set up Workspace Agent Chat

        Configure Workspace Agent Chat to enable live agent chat with customers. Through Agent Chat, agents interact with customers, create incident or case records, or transfer chats to another agent or queue.

      • Agent Whisper overview

        Agent Whisper lets agents and chat supervisors have a conversation without the requester knowing.

      • Build a report to track the number of help requests

        Create a report that tracks the number of help requests.

      • Idle live chats

        By default, the system automatically checks live chat sessions every two minutes through the Idle Chat Time Task scheduled job to ensure that chat sessions are still active. If requesters don't respond within 180 seconds (three minutes) during an active chat session, the session becomes idle. They receive a reminder message that tells them that the conversation is timing out and asks if they're still there.

      • Download chat transcript

        Once a conversation between a requester and a live agent ends, the requester can download a transcript of the conversation.

      • Associating user profiles on messaging interactions

        Use extension points to call custom scripts.

      • Anonymous user chat sessions

        Anonymous users (unauthenticated guests) can chat with support agents in the web chat client, without logging in to a service portal. Admins can control certain aspects of the conversational experience for guest users, such as enabling resumable chat sessions after a browser refresh.

      • Chat surveys in Agent Chat

        Display conversational questionnaires to your end users to gather important information from them, before and after they chat with a live or virtual agent. For example, you can run pre-chat surveys to collect preliminary information about your requesters and use that information to route chats to appropriate live agents. Use post-chat surveys to get user feedback on their experience with your support agents.

      • Quick actions in Workspace Agent Chat

        Set up shortcuts in Workspace Agent Chat so agents can work more efficiently with their customers.

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