How can an agent accept or decline the chat

Navya Cholleti2
Tera Contributor

‎02-28-2022 04:36 AM

Would like to know more about agent chat and how does that work. How agents are connected through Virtual agent and how they get notified about it. What are other possibilities that a agent can get in contact with the user.

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Chandra Sekhar6
Tera Guru

‎02-28-2022 04:45 AM

This can be achieved by Advanced Work Assignment which works with Agent Workspace.

Make sure you install the plugins and play around with it.

 

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Chandra Sekhar6
Tera Guru
In response to Chandra Sekhar6

‎02-28-2022 04:47 AM

Coming to Agent Accepting or rejecting the chat request from end user through client, there will be an option: "allow agent to reject"

 

Go to Assignment rules under Advanced Work Assignment, open chat assignment rule and select the option "Allow AGents to Reject"

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Community Alums
Not applicable

‎03-01-2022 01:43 AM

Hi Navya,

Please refer to below video to understand how to set it up step by step.

Please find further videos here on YouTube

Please mark this comment as Correct Answer/Helpful if it helped you.

Cheers,

Hardit Singh

 

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