Access & navigate the Agent Desk
Last updated
Last updated
The Agent Desk is the web-based app that agents use to engage with customers via their preferred channel.
Using the Agent Desk, agents can:
using text, media, voice recordings, location sharing, canned replies, and emoticons.
Manage their .
, and transfer chats.
View , and .
customers.
Request from customers.
as retrieved from selected 3rd party applications.
Edit their and settings.
Navigate to the .
Click Launch Agent Desk to launch the Agent Desk in a new tab.
The image below highlights the main elements of the Agent Desk user interface. See the rest of this user guide for more detailed information about using the Agent Desk.
Hover over the headset icon in the top right corner of your screen. A list of all agents that are online is displayed.
In the top right corner of the Agent Desk, you can see an agent profile icon. A green dot indicates that you (the agent) are available, and a red dot indicates that you are unavailable. Your name is also displayed next to the icon.
Hover over the icon to display a drop-down with information such as your name, email address, and role.
From here you can also update your status ("Available"/"Unavailable"), edit your profile settings, or log out of the Agent Desk.
Select "Profile settings" to view your personal details.
From here you can reset your password and view your specific permissions based on the role assigned to you.
Click on the profile icon in the top right.
Select "Log out".
Chats can only be assigned or transferred to agents who are available, i.e., who are logged in and online. Agents who are logged out of Chat Desk will display as Unavailable. Agents can also manually change their status from Available to Unavailable from the .
