Monitor incoming Connect Support conversations

In the support tab of the Connect sidebar, you can monitor the queues for which you are an agent and accept incoming conversations.

시작하기 전에

Role required: none

이 태스크 정보

주:

The support tab is visible only if you are an agent for one or more queues.

프로시저

1. Navigate to All > Connect > Connect Support.
   The Connect workspace opens in a new tab.
2. Click the support tab of the Connect sidebar, indicated by a headset icon ().
   The support tab displays Queues to which you belong. It also displays your open support conversations under Cases. When a user starts a support conversation or an agent transfers a conversation to a queue, any agent who belongs to the associated queue can accept the conversation. An agent can also request to transfer a conversation directly to you.

   그림 1. Support tab of Connect sidebar

   

3. Accept a conversation in one of the following ways.

   옵션	설명
   Accept a conversation from a queue	Under Queues, click Accept by the queue. The conversation opens in the conversation pane and an entry appears in the Cases section of the sidebar.
   Accept a transfer request	Under Cases, click Accept by a transfer request. 그림 2. Transfer request The conversation opens in the conversation pane. The agent who transferred the conversation can stay in the conversation.

4. Respond to the user and help resolve the issue.
   By default, your messages are added to the conversation record as comments and are visible to the user.
5. 옵션: Initiate a Zoom meeting to help resolve customer issues faster.
   For more information, see Initiate Zoom meetings from chats.

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