Omnichannel Agents are responsible for handling Omnichannel conversations. An agent can belong to a particular department and gets notified when a new conversation gets initiated if they are available.
To access this menu, go to Administration > Omnichannel > Agents. Here, you can view, add or remove agents.
To add a user as an Omnichannel agent,
- Search or select the user from the username field.
- Click Add.
This will automatically assign the Omnichannel Agent role to that user.
On the Omnichannel Agent menu, a list of all the existing agents is available with their details and can be paginated if you have many agents. An agent's status can be seen on the Live Chat Status tab showing whether they are available or not.
Click an agent to edit their agent details.
You may need to assign a particular agent(s) to be in charge of conversations involving a particular department. To assign an agent to a department,
- From the Omnichannel Agents page, click on the agent and click Edit on the sidebar
- A section is opened with the agent's details, scroll down to the Departments field and select the departments that the agent can respond to
- Click Save.
To remove a user from the agents' list, click on the delete icon on the right against the agent. This will also remove the Omnichannel Agent role from that user.