What's the Difference Between Agent and User Accounts?
Agents do not have to be added as users. Users may be considered as accountable for actions such as company or department management, performance monitoring, reporting, etc. For this reason, they can access the homepage and reporting pages together with admin rights.
Agents are employees who will conduct live conversations within the company (e.g. Customer Service Representative). Therefore, you can only see the Live screen (see Agent Panel) and they can conduct conversations there. They do not have reporting or admin rights.
Agent Panel Navigation Buttons
Navigation buttons include homepage, search, performance, settings and logout. Users with admin authority return to the admin panel when they click the home button; users with agent authority can still return to the agent panel. Conversation ...
MindBehind Live Agent Panel Details
The Agent Panel (Live Screen) is the home screen where company agents meet and answer conversations. Conversations that companies initiate from different channels (WhatsApp, Web Messenger, etc.) drop on this screen and are answered by company agents. ...
What is Agent Timeout and How to Use It
What is Agent Timeout? "Agent Timeout" is a feature created to enhance customer experience and improve the performance of agents. It allows the transfer of a conversation assigned to an agent to another agent if the assigned agent fails to respond to ...
Where Can I See Incoming Conversations in the Agent Panel?
In the Conversations pane, conversations assigned to that agent can be viewed instantly. The conversations displayed here will only be up to the number of conversations specified in the agent settings. Conversations that exceed this number are not ...
What is the Agent Panel Information Pane?
Profile In this pane, the client ID number or phone number, the channel from which the conversation came from, the client tags, key values you can assign to the conversation and the bot parameters appear. In tags, one of the client tags previously ...