Who is this Agent Guide for?
I am in charge of answering the chats of the visitors on the site of my company, this guide is addressed to me.
What will I find in this User Guide?
- What is the role of the agent?
- Chat box
- Chat transfer
- History of chats
What is the role of the agent?
Any visitor can start a chat while on the company website.
The agent’s role is to respond to visitors’ chats.
When a visitor starts a chat, the box appears like this:
I respond to the visitor by writing in the space provided: Type your message here .
I can call the visitor by clicking on the Audio Call button only :
I also have the possibility to call it in video (audio + video) by clicking on the button Video call :
If I want to start a video recording of the conversation, I click the Remote Video Record button :
I can send files to the visitor by clicking the Transfer File button :
I can start a whiteboard to draw by clicking Open Whiteboard :
I have the option to share my screen with the visitor, using the Start screen sharing button :
I can finally invite the visitor to share his screen, by clicking on the button Request screen sharing :
I also have 2 blue icons:
- the Settings button allows me to access different settings (audio and video devices, notification tones, desktop notifications)
- The directory icon allows me to transfer the chat to another advisor:
Peripheral settings, ringtones changes, desktop notifications:
From the chatbox, I click on the Settings button .
I have access to 3 icons:
- The screen icon allows me to enable / disable desktop notifications
- the camera icon allows me to adjust my sound and video devices
- the music note icon allows me to change the sounds of notifications.
When I click on the directory icon, I see the list of available advisers.
I click on a contact and then on Transfer to transmit the content of the chat.
History of chats
In the Customer Engagement section, I click Messages to access the history of my chats.
I can filter my chats over different periods and search the discussions for information I want to find.
1. Custom domain
Note: cloud.apizee.com or your domain name (url, internet address)
It is possible that your company or your project has a specific domain name. So instead of entering: cloud.apizee.com , you can type for example: mycompany.apizee.com or myproject.apizee.com or even cloud-health.mycompany.com and get the same service and this potentially with customization graphic or functional. That’s why there may be differences between your product and our documentation.