Iris Live Agent

Iris Live Agent stands as your gateway to unparalleled customer engagement. This powerful tool connects human agents directly with customers, ensuring a seamless bridge between your business and its clients.

How to accept & Respond to a chat request

Waiting Chats

Requests that are transferred from Bot to Live Agent would be first hitting on the Waiting Chats Section. Click on the Waiting chats to view the chat requests that are currently waiting for Agents. Please find the below screenshot for reference.

To respond to a customer query, click on the Accept button. Once Agent Accept a conversation, the conversation will be considered as an Active Chat on the Live Agent Portal. You can now respond to customer queries.

• By clicking on the specific chat request, agents can view the entire message history and previous conversations of the customer, available in the right-side information panel. This pre-acceptance insight equips agents with context before engaging.

Active Chats

For ongoing interactions, navigate to the "Active Chats" section. Within this space, agents can manage multiple conversations concurrently. To respond to a customer, select the relevant conversation from the Active Chats list and proceed replying to customer as highlighted in the below screenshot. When you send a message, please make sure to slect "Reply" option from the messaging Box.

In Iris Engage, accepting chat requests is designed to be intuitive and efficient. Here's how agents can swiftly manage incoming requests:

Notification Alerts (For Inbound Chat Requests):

• Agents receive real-time notifications on the top right corner of their dashboard upon new chat requests.

• Clicking the notification reveals essential details like the customer's number (if available), enabling agents to identify the source.

Information Panel

This section allows the Agent to view / manage the related details of the selected conversation. Agent can see the Name of then customer if its available from conversation.

Tags :

Allows Agents to add labels to a conversation. Tags can be considered as an additional layer of categorization for the conversations. To view the details of Tagged conversations, navigate to Tagged Interactions from Reports.

Conversation Properties:

Conversation Properties is a feature on the Iris Live Agent to view the Properties / Variables that are associated with a conversation.

Previous Conversations

This Section allows the agent to access the previous interactions of the customer. click on the desired interaction to view the details / conversation.

How to add notes

To add notes to a conversation. click on the Notes Option from Message Box. Type the content of your Note and send.

If its an important Note, you can click on the "!" icon to mark it as Important. \

Please see below screenshots for reference.