Agent Workspace

Discover all aspects of the agent panel workspace where you can seamlessly engage with customers in real-time across multiple supported channels while maintaining full context through complete conversation history access.

This integrated environment empowers you to deliver consistent, high-quality support while maintaining a complete view of the customer journey.

Feature Overview

In this area, you can access history to maintain accurate context throughout customer interactions, engage with users in real-time with responsive messaging tools, communicate seamlessly across various supported channels, including WebChat and WhatsApp, and efficiently escalate complex issues by transferring conversations to supervisors when additional expertise is required.

This is the primary workspace for managing customer conversations in real-time. At each conversation window, you can find the:

• Transfer: Hand over conversations to other agents when needed

• Close chat: Mark conversations as resolved when customer issues are addressed

• Context : It reveals any additional conversation information introduced via webchat context

Context Data

When integrating the Syntphony Messaging webchat into your website, you can add contextual data into each conversation. This data is passed on into the system for further identification, custom uses, etc.

You can add data to the conversations by using

SyntphonyConversationalAIChat.addContext:

<script>
    function myFunction(){
       
        SyntphonyConversationalAIChat.addContext({ 'CUSTOM_KEY1': customValue1});
        SyntphonyConversationalAIChat.addContext({ 'CUSTOM_KEY2': customValue2});
        SyntphonyConversationalAIChat.addContext({ 'CUSTOM_KEY3': customValue3});
    }
</script>

The data passed via context will be shown to the agent by pressing on the "Context" buttons in the chat window:

Quick responses

These ready-to-use messages allow agents to respond rapidly to common inquiries, maintain consistent messaging across teams, and significantly reduce typing time while preserving a personalized approach through customizable fields. See how to create them

Agent Status

Agents can set their availability status, which helps manage their workload effectively. The current status indicators that show an agent's availability are:

Chat Status

Effective organization of conversations according to their current status ensures streamlined communication and enhances productivity. By categorizing discussions, teams can prioritize, manage, and follow up on important topics efficiently

Efficient conversation management leads to improved decision-making, reduced miscommunication, and better time management. By clearly classifying conversations, organizations can ensure that critical topics receive the attention they require and nothing is left behind.

Transfer Button

When discussions involve issues that require urgent attention or cannot be resolved at their current level, agents can choose the option of escalating the conversation through the right bar where all agents appear.

After a first internal contact with the supervisor, chats can be transferred to a supervisor, and this can transfer it again to a different or the same agent after intervening, or resolve it by itself.

Close Chat

At the conclusion of the conversation, the Agent is responsible for closing the chat session. Following the termination of the chat, a form will be automatically displayed on the screen.

This form is designed for the purpose of adding detailed notes regarding the service interaction. These notes serve as a record of the conversation and provide valuable feedback