Agent Management agent-management
In Agent Management, view a list of agents in your Dynamic Chat instance, manage teams, and set your fallback rules.
Agents agents
This tab lists all of the agents in your Dynamic Chat instance, and includes such information as their name, email address, live chat status, and more.
Teams teams
Admins can create teams of agents to facilitate ease of routing to specific groups of sales agents.
Create a Team create-a-team
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Click + Create Team.
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Give your team a name.
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Click the Add Agents drop-down and select the desired agents.
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Click Create.
Fallback Rules fallback-rules
Meeting Fallback meeting-fallback
Select a standard (system) message or write a custom one for visitors to see when meeting booking is unavailable.
Live Chat Fallback live-chat-fallback
Select a standard (system) message or write a custom one for visitors to see when Live Chat is unavailable.
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Selecting the Include Meeting Booking Option checkbox will give the chat visitor the option to book a meeting when no agents are available to live chat.
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For any custom rules/Teams as a Live Chat card: While checking for agents, if they are not available or could not connect, it will fall back to Round Robin to try for 鈥淎vailable Agents鈥 (all who are available at that time regardless of which routing logic/rule was placed in the stream).
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