Employees can contact a live agent from the Legal department (a paralegal staff or
lawyer) via the Virtual Agent chat window to seek legal help.
Nota:
To use the Live agent support, you must install the Agent Chat
(com.glide.interaction.awa) plugin.
Requester experience
Employees can connect to a live agent at any time during their ongoing virtual chats in the
Legal Service Portal by clicking the support options icon () in the Virtual Agent chat window and selecting Contact Live
Agent.
Nota:
The Contact Live Agent option is not available
in Virtual Agent chat window on the Employee Service Center to
connect with live agents in the Legal department.
Figura 1. Agent Chat window in the Legal Service Portal
If no agent accepts the chat request, the conversation automatically times out for the
requesters.
Fulfiller experience
In the Legal Counsel Center, users in the Legal department with the
legal_fulfiller role can make themselves available when they are ready to take any incoming chat
requests.
Interaction records
When a live agent accepts an employee's chat request, an Interaction record is
automatically created.
Other actions for live agents
While on a chat, live agents can do the following actions:
) in the Virtual Agent chat window and selecting Contact Live
Agent.