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 assigned to that agent and are assigned to another agent that is online in the same department; or, if there is no online agent, they wait in the queue and appear under "In Queue conversations" in the Admin Panel. It also appears under "Unanswered Conversations". (see MindBehind Live Admin Panel Details).
Here, the icon next to the conversations indicates the channel through which the conversation came from. For example, conversations from the Web Messenger and WhatsApp channels will appear with different icons.
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 Search ...
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. ...
How Can I Use the Admin Panel?
Admin Panel Admin Panel is the main page that can be accessed by company managers who have admin rights, and it contains an overview of companies’ performance. This panel contains all features of MindBehind Live. Admin Panel main page contains ...
How Can I Add Tags to Conversations or Clients?
Tags are defining expressions that can be added to a conversation or client. When a tag is added for a conversation or a client, these tags may be displayed by the agent when that conversation or client is assigned to another agent (see Agent Panel) ...
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 ...