Conversation Management
  • What is Conversation Management
  • Getting started
  • Understanding the terminology and GUI
  • Agents
  • Canned responses and private notes
  • How to create a human-agent service for a website
  • How to update the inbox details
  • How to create a chatbot using Quickwork
  • How to embed a web widget in an existing Android app using Conversation Management's SDK
  • How to embed a web widget in an existing iOS app using Conversation Management's SDK
  • How to connect Facebook Messenger with a human-agent service
  • How to connect WhatsApp with a human-agent service
  • How to connect Twitter with a human-agent service
  • Message templates
    • Text message
    • Carousel
    • Quick replies
    • Button template
    • Media template
Powered by GitBook
On this page
  • Add an agent
  • Editing an agent
  • Deleting an agent

Was this helpful?

Agents

Add agents to engage in a conversation, communicate with a user, and offer real-time support. As an administrator, add multiple agents, assign conversations, edit details, and delete them permanently.

PreviousUnderstanding the terminology and GUINextCanned responses and private notes

Last updated 3 years ago

Was this helpful?

An agent is a person who is invited to handle user conversations. Agents will be able to view and reply to messages of the users. Agents can access the conversations of the allocated inboxes. They can assign conversations to other agents or themselves and resolve conversations.

It could be an employee of your organization; could be a member of your customer support team, a dedicated engineer of your technical department, or an HR executive of your talent team to whom you want to give an authority to communicate with users/visitors via Conversation Management.

Being an administrator, Conversation Management allows you to assign one or more conversations to one or more agents. Let us first understand a complete set of agent manipulation steps i.e. create, update, and delete, so that you have monitored conversations flowing through your account.

Add an agent

To create a new agent, log in to your Conversation Management account and click on the Settings tab located on the left-hand side toolbar. Then select the Agent Settings option. This will open the Agent Settings window displaying a list of agents in your account:

If you are yet to add an agent, only the name of the administrator is viewed in the Agent List window. To add an agent, click the Add New Agent tab. You'll get a form-type window in which you need to fill in the details of the agent you want to add, i.e. Agent Name, Agent Type, and Email ID:

After filling in the details, click the Add Agent button.

Administrators cannot be added as an agent. Agents of an existing Conversation Management account cannot be added as an agent to another Conversation Management account.

The agent whose email ID you've specified will receive an invitation email to confirm the Conversation Management account. Also, in the Agent List window, you can see the details of the newly added agent. However, its status is in the Pending state. Once the agent confirms its authentication by clicking on the link received via email, the status gets changed to Verified:

When an agent clicks on the confirmation link sent via email, he will be redirected to a new window to set a new password. Once the password is set successfully, the agent will be redirected to his respective Conversation Management account. It is considered as the agent's account.

Editing an agent

Once done, click the Save Changes button to confirm.

Deleting an agent

Clicking the Delete button will remove the agent from the account permanently.

Click the Edit iconassociated with the agent name. This will allow you to edit the name of the agent, its role type, and ask the agent to reset the password of his account. However, the email ID cannot be changed:

Click the Delete icon beside the agent name. This will pop up the delete window:

Figure 1: The Agent List tab
Figure 2: Adding a new agent
Figure 3: Agent added successfully
Figure 3: Editing the agent details
Figure 5: Deleting an agent