Changing agent status can help your customer service team to manage their time answering customers, as well as having their break time effortlessly.
This article shows you how to add or edit your agent status on Tactful.
Agent Status
- Ready: When the agent is active, they are directed to the Incoming Conversations, which will assign to the idlest agent in case more than one has ready status.
- Not Ready: When an agent is away, or in a break, they can see all conversations and choose to reply to any. The Bot will reply with a waiting message, and the conversation status will be pending. If it keeps pending for a long time, will get back to the Bot again.
- Offline: The agent won’t receive chats. If all agents are offline, the Bot will send the message: “No available agents now”.
ℹ️ You can always use whisper mode to help a teammate out.
Changing Agent Status
- You can find the Status Box when click on your name or avatar.
- Choose the status you want from the list (Ready, Not Ready, Offline).
Changing Media Status
Media Status
- Chat: When the chat toggle is open, agents can engage in real-time conversations with customers, while closing it pauses incoming messages.
- Email: Agents can receive and respond to emails when the toggle is open, but closing it prevents new emails.
- Call: With the voice toggle open, agents can directly answer calls for personal customer interactions, but closing it stops incoming calls.
Changing Agent Status
- You can find the Media Box when click on your name or avatar and hover on ready Area.
Agent Readiness
- ffectively managing your groups can improve your customer service team’s focus and responsiveness. With toggles for each group, you can easily adjust agent readiness, helping ensure that agents are prepared and available for new conversations. This setup enables better allocation of attention across teams, supporting a smoother customer experience and more balanced workload for agents.
Changing Agent Readiness
- You can find the Media Box when click on your name or avatar and hover on ready Area you can fiend list of group.
