Invite an Agent

To invite an agent into a chat for seamless customer support.

VIdeo HERE

Key Steps:

1. Click on the three dots located on the upper right side of the panel.
2. Select "Invite Agent" from the dropdown menu.
3. Search for a specific agent by name or team.
4. If needed, filter agents by selecting the team name.
5. Once the desired agent is found, press "Confirm" to invite them.
6. The invited agent will see the new case as an active case.
7. Agents cannot ignore the invitation and must pick up the chat.

Cautionary Notes:

• Ensure the correct agent is invited to the chat to address the customer query effectively.
• Double-check the team name selection to avoid inviting the wrong agent.
• Be mindful of the number of agents invited to prevent confusion in the chat.

Tips for Efficiency:

• Familiarize yourself with the agents' names and teams to expedite the invitation process.
• Communicate clearly with the invited agent regarding the chat details for a smooth transition.
• Regularly update the team roster to reflect any changes in agent availability.