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  • Intro to the agent dashboard
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  • 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

Understand agent groups

Support teams are often organized by factors such as location, time zone, product focus, or level of expertise. This organization can be reflected in Mavenoid through the use of agent groups, allowing you to set up your flows to ensure that the right issues go to the right support agents.

Your team starts with a single agent group: "All". Every agent is automatically added to this group, and by default any live support nodes will route to this group.

Mavenoid admins can add, manage, or remove other groups as appropriate. See Manage agent groups.

Agent groups screen

Live support nodes in flows can then indicate which group they should route to. See Live support settings - Agent group.

Edit live support node

Together, this allows you to route to different groups of support agents based on where you are in the flow, what time it is, or what form data has been set.

Last updated on 6/21/2021
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