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  • Agent dashboard

›How-to guides

Get started

  • Intro to the agent dashboard
  • Tutorial - Your first live chat

Learn more

  • Understand live chat
  • Understand voice calls
  • Understand video calls
  • Understand conversation links
  • Understand agent groups
  • Understand agent availability
  • Understand conversation debrief
  • Best practices for live chat

How-to guides

  • Edit your agent profile
  • Get notified of new conversations
  • Troubleshoot browser notifications
  • Toggle agent availability
  • Invite users with a conversation link
  • Share files with a user
  • Draw on images
  • Use video call features
  • Use saved replies
  • Transfer a live chat to another agent
  • Review previous conversations
  • Check agent availability
  • Report an issue

Reference

  • Glossary of terms

Use saved replies

Support agents can make use of prewritten saved replies to speed up similar conversations. These are configured within an organization's settings - to edit them, see Manage saved replies for use in live support.

  1. Click the bookmark button to the left of the text entry field at the bottom of the dashboard.

Image of text entry field with bookmark button on left side.

  1. Alternately, you can open the menu by typing "#" into the text entry field.
  2. Select your desired message from the menu. You can filter the menu by typing part of the message into the text entry field at the top of the menu.

Image of saved replies menu with a few messages to choose from.

  1. This will not immediately send a message, but will instead populate the text entry field with the selected message. You can make any required edits before sending it to the user.
Last updated on 2/26/2021
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