Configure a quick action button so that agents can perform actions in Agent Chat with a single click.

Before you begin

Role required: admin

About this task

The toolbar of the Workspace chat window contains three buttons. Selecting the left button (Paperclip icon) attaches a file in a conversation, selecting the center button (Arrow icon) initiates a queue transfer, and selecting the right button (Add user icon) initiates an agent transfer. You can't configure the left button, but you can assign different quick actions to the center and right buttons.
Figure 1. Toolbar in the Workspace chat window
Toolbar in the Workspace chat window

Procedure

  1. Navigate to All > Conversational Interfaces > Chat Settings > Agent Chat.
  2. In the Agent Experience section, select View all next to Quick actions.
    • To configure the arrow button (Arrow icon), select Transfer to Queue.
    • To configure the add user button (Add user icon), select Transfer to Agent.
    • To create a new button, select New.
  3. On the form, fill in the fields.
  4. Save your changes.
    • To update an existing record, select Update.
    • To create a new record, select Save.