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 Avatar Menu > Omnichannel > Agents. Here, you can view, add or remove agents.
Settings appear, as shown below:
Select the user from the username drop-down field and Add This will automatically assign the Omnichannel Angent role to that user.
On visiting the Omnichannel Agent page, a list of all the existing agents is seen 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 Available.
Clicking on an agent gives room for you to edit the agent's details.
You may need to assign a particular agent(s) to be in charge of conversations involving a particular department. This can be done by following the steps below:
- From the Omnichannel Agents page, click on the agent and choose 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
- Hit Save to commit your changes.
To remove a user from the list of agents, click on the delete icon on the right against the agent. This will also remove the Omnichannel Agent role from that user.