Support Agent β
The Support Agent manage and deliver streamlined customer support by assigning specific staff members (agents) to conversations.
1. Restrict Chat Access to Assigned Agents β
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.
π‘ 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 β
When the Support Agent feature is enabled:
- The system will automatically assign a staff member to each incoming chat.
- The assigned agentβs name will appear in the chat interface, visible to both staff and administrators.
3. Admin Control and Manual Assignment β
Even with automatic assignments, Admins retain full control over chat delegation.
Admin Capabilities: β
- 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: β
- 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 β
After configuring or modifying any setting in the Support Agent panel:
- Review the toggle and assignment rules.
- 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? β
Implementing assigned support agents offers multiple operational advantages:
Benefit | Description |
---|---|
π Secure Access | Only assigned agents can access specific chats. |
π Faster Responses | Auto-assignment ensures faster engagement. |
π Improved Metrics | Track individual agent performance and accountability. |
π Better Workflow | Clear ownership improves internal coordination. |
π₯ Customer Confidence | Customers interact with a consistent point of contact. |