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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 conversation links

Suppose you are in contact with a user over email, Twitter, or some other method and want to move the conversation into Mavenoid. You can do this by generating a conversation link and sharing it with the user as a URL, QR code, or SMS message. The user can then visit the link to immediately join a new Mavenoid conversation.

Create a conversation link dialog

The conversation will use an existing flow selected when the link is generated. This feature can therefore be used to create many different kinds of experiences - if a user needs basic troubleshooting, you might link them to a flow that includes self-service troubleshooting for their product. Similarly, if they need help with a process such as a warranty claim, you might link them to a flow that steps them through this process.

Alternately, perhaps you'd like to jump directly into live or video chat with this user. In this case, you can use a flow that does not start with troubleshooting or other guides and goes straight to live support.

For how to generate these links, see Invite users with a conversation link.

Last updated on 7/6/2021
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