How to search customer’s transactions inside Agent Desktop

Agent Desktop is the place where customer service agents can track customers’ history and join conversations upon customer request or if the bot cannot answer your customers’ inquiries. Sometimes they’ll need to review previous orders. Here is how to find transactions history through Agent Desktop:

Open Agent Desktop

1. Select your workspace. It’ll direct you to the Dashboard.
2. On the left menu bar, click on Agent Desktop.

Search active customer’s transactions

In an active conversation:

1. Open the User Info tab.
2. Scroll down to Previous Transactions, a list of the current customer’s transactions will show; you can open/edit any one be clicking on it.

Search transactions by transaction number

In any open conversation, it is possible to search a specific transaction by its number or by phone number:

1. Open the User Info tab, and scroll down to Previous Transactions.
2. Click the Search button.
3. Enter the Phone Number and/or the Transaction Id.
4. Click the Search button.