Agent Chat
Agent Chat provides features that streamline the agent and requester chat experience and enables managers to monitor and assist agents.
Provide your agents with a workspace that has built-in productivity features for engaging with customers. Your agents can do the following:
- Use shortcuts, known as quick actions, for common activities, such as transferring a chat to another queue or displaying contextual info related to the chat.
- Reuse common responses, such as greetings or answers to frequent questions, with response templates.
- Get possible solutions for issues, derived from searches of related issues in Knowledge articles, Q&A, and previous incidents or cases with Agent assist.
- Interact with customers in their native language using Dynamic Translation for Agent Chat.
- Manage work assignments delivered to agents' inboxes, enabling them to set their availability and accept, reject, or transfer chats.
- Trigger a Virtual Agent self-service topic that walks end users through a task with Conversation Autopilot.
- Provide agents with the option to add work notes or updates after they finish a support session with Interaction wrap up.