Monitor incoming Connect Support conversations

  • リリースバージョン: Australia
  • 更新日 2026年03月12日
  • 所要時間：2分

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

    始める前に

    Role required: none

    このタスクについて

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

    手順

    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 (Support 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.
      図 : 1. Support tab of Connect sidebar
      The support tab of the Connect sidebar displays queues you belong to and support cases
    3. Accept a conversation in one of the following ways.
      オプション説明
      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.
      図 : 2. Transfer request
      The transfer request contains buttons to Decline or Accept

      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. オプション: Initiate a Zoom meeting to help resolve customer issues faster.
      For more information, see Initiate Zoom meetings from chats.