Workspace Overview

Workspace Navigation and Chat Interaction

Objective

To efficiently navigate the workspace and interact with visitors through chat in order to handle cases effectively.

Video HERE

Key Steps

• Toggle your profile icon from offline to online to start receiving cases.

• Utilize the workspace section with panels for "My Cases" and "My Mentions".
• Use the chat preview panel to view active and unassigned cases, noting case details like name, last message, channel type, and message status.
• Access filters by clicking the hamburger button to sort cases and conversations.

• Interact with visitors in the chat panel and use actions such as 'Shortcuts' and 'Notes.'
• Utilize the three dots for additional actions like inviting another agent and using the translation feature.

• Pay attention to system messages for chat information and visitor details.

• Fill out visitor contact information to activate the visitor icon.

Cautionary Notes

• Ensure to toggle online to receive cases.
• Double-check message status indicators to understand if visitors have read your messages.
• Fill out visitor contact information for a better chat interaction experience.

Tips for Efficiency

• Customize panel widths for better visibility.
• Hide unnecessary panels to focus on essential information.
• Use filters to organize and prioritize cases efficiently.
• Save commonly used actions by pinning them for quick access.