Skip to content

Support Agent ​

The Support Agent manage and deliver streamlined customer support by assigning specific staff members (agents) to conversations.

support-agent

1. Restrict Chat Access to Assigned Agents ​

By default, any available agent may view and respond to customer chats. Enabling this option restricts access, allowing only the assigned support agent to:

  • View the customer's chat history.
  • Respond to incoming messages.
  • Manage the conversation until it is reassigned or closed.

πŸ’‘ Tip: Use this setting when multiple teams or tiers of support are involved, to avoid agents accessing chats beyond their scope.

2. Automatic Agent Assignment ​

When the Support Agent feature is enabled:

  • The system will automatically assign a staff member to each incoming chat.
  • The assigned agent’s name will appear in the chat interface, visible to both staff and administrators.

3. Admin Control and Manual Assignment ​

Even with automatic assignments, Admins retain full control over chat delegation.

Admin Capabilities: ​

  • Manually assign an agent to a chat at any time.
  • Reassign a chat to a different agent if needed (e.g., escalation, leave coverage).
  • View assignment history and agent performance from the chat management interface.

Use Cases: ​

  • Escalating complex issues to Tier 2 support.
  • Redirecting conversations based on language or expertise.
  • Covering for unavailable agents during breaks or shifts.

4. Save Changes ​

After configuring or modifying any setting in the Support Agent panel:

  1. Review the toggle and assignment rules.
  2. Click the Save Changes button located at the bottom-right corner.

Changes will take effect immediately across the platform.

Why Use the Support Agent Feature? ​

Implementing assigned support agents offers multiple operational advantages:

BenefitDescription
πŸ” Secure AccessOnly assigned agents can access specific chats.
πŸš€ Faster ResponsesAuto-assignment ensures faster engagement.
πŸ“Š Improved MetricsTrack individual agent performance and accountability.
πŸ”„ Better WorkflowClear ownership improves internal coordination.
πŸ‘₯ Customer ConfidenceCustomers interact with a consistent point of contact.

Β© 2024 - Corbital Technologies. All rights reserved.