Messages

The Messages section within Iris Live Agent serves as a central hub, offering a comprehensive view of customer conversations that are transferred from Bot to Live Agents. Iris Users can easily access both waiting chat requests and active chats directly from the conversation panel.

Its a versatile tool catering to agents, supervisors, and administrators, enabling seamless customer interactions and robust monitoring.

Here's how it works for each User Role:

• Agents: Agents can accept chat requests, engage in real-time conversations, and manage active and completed chats. They can access message history, add tags, view conversation properties, and edit customer information, ensuring personalized customer support.

• Supervisors: Supervisors have a broader scope; they can monitor all agents' activities. They can oversee active and completed chats, ensuring quality service. Supervisors also have the capability to barge-in to a conversation if necessary, providing instant assistance, and can leave the conversation once the intervention is completed.

• Administrators: Administrators can access the Messages section to gain an overview of the ongoing interactions. However, the key distinction is that administrators possess additional privileges. They can not only monitor but also manage bot configurations, ensuring that the chatbots are fine-tuned to deliver optimal performance. This authority empowers administrators to adapt the system dynamically, catering to evolving customer needs.

Note: The Messages section serves as a centralized hub for managing all live interactions, ensuring smooth communication between customers and the support team. While supervisors focus on quality assurance and real-time support, administrators possess the capability to shape the system's configurations for enhanced efficiency.