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