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

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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 debrief

When ending a live chat, support agents can provide feedback regarding the solution to the user's problem. This feedback can be used to improve flows and enable better self-service support for end users.

After clicking End Chat, the agent is shown the "Conversation debrief" dialog.

Conversation debrief

This dialog allows the agent to specify whether the user's problem has been solved. If it has been solved, the agent can specify what the solution was - either picking an existing one from the flow or suggesting a new one that could be added to the flow.

If a new solution is suggested, this is then stored as flow feedback available for review in the assistant builder along with the conversation's transcript and notes. See View and manage flow feedback for details.

Last updated on 5/28/2021
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