Agent assistance for your business location staff

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Customer service agents receive chat requests from your business location staff on the CSM Agent Workspace. These agents can assist your staff members to resolve issues and manage their cases more efficiently if your staff members fill out a pre-chat survey first.

    The customer service agents have visibility into the ongoing requests and case statuses. The agents can efficiently handle the issues from the staff members of a business location.

    After an agent accepts an incoming chat request, the Requesting service organization field on the Interaction form that the agent sees is automatically filled in with the business location that a staff member selected during the pre-chat survey. To learn more about the pre-chat surveys, see Define pre-chat survey configurations.
    Note:
    The Number, Type,State, and Assigned to fields on the Interaction form are filled by default. To learn more about the fields, see Create cases for a business location in the Business Location Service Portal.

    The Open Cases and Recent Interactions related lists on the Interaction form shows a list of the active cases and interactions for the requesting service organization.

    A resolution is also provided by interacting with the user. For further assistance, an agent can create a case or link the discussion to an existing case. The Requesting service organization field is populated by default when a case is created from an interaction.