Mavenoid help center

Mavenoid help center

  • Admin
  • Flows
  • Agent dashboard

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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

Understand live chat

Live chat allows support agents to support end users via real-time text chat. It has many features to help make the process faster and easier for both sides.

  • Any information provided by the user as part of self-guided troubleshooting before connecting to a support agent is provided to the support agent, meaning there is no need to repeat any questions or tests.
  • The support agent has access to saved replies for common questions or suggestions.
  • Both the support agent and the end user can easily share images and other files and the support agent can draw on shared images.
  • The conversation transcript is automatically saved for later review and the support agent can freely add notes to this record.
  • With the end user's permission, the support agent can initiate a voice call to speak with the user or a video call so that both agent and user can see the user's product.
Last updated on 4/6/2021
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