Save time by automating your welcome messages
Agent Desktop
Learn how to use the “Agent Desktop” to manage conversations & provide great customer experience to your customers.
How to add/edit wrap-up messages
Save time by automating your wrap-up message
Agent desktop status management
Change your status & control receiving conversations
How to activate AI Bot
Learn how to end conversation & activate AI Bot
How to take over a conversation & deactivate the AI Bot to communicate directly with customers
Deactivate AI to start a conversation with your customer
How to add notes to any conversation
Leaving notes can help your supervisor & team member understands your take on a specific conversation or common issue
How to use Whisper Mode to request assistance & chat with another team member
Privately chat with your team member or supervisor using the Whisper Mode
How to update customer info using Agent Desktop
You can update customer's info during a live conversation like name, email, address, phone number & more
How to add a ticket to a live conversation using Agent Desktop
Create tickets on the go while having a live conversation with your customer
How to add a transaction using Agent Desktop
Create transactions on the go while having a live conversation with your customer
How to search a customer’s ticket inside Agent Desktop
Browse customer's previous tickets while you are in a live conversation
How to search customer’s transactions inside Agent Desktop
Browse customer’s previous transactions & orders while you are in a live conversation
How to filter conversations inside Agent Desktop
Browse AI managed and assigned conversations
Agent to agent transfer
Transfer conversations to other agents through Agent Desktop.
Using attachments in Agent Desktop
While agents are handling customers’ conversations, they can receive attachments that support the customer case. These files are saved for future reference in the Attachments tab of the conversation. In […]
Agent Desktop Overview
Summary Tactful AI Agent Desktop allows users to communicate smoothly through their connected channels, all with the ability to browse and/or add user info, previous transactions, and tickets. Agent Desktop […]
How to manage calls in Agent Desktop
In this article we’ll introduce how agents can make/receive calls through Agent Desktop. ℹ️ Voice feature is only available for Enterprise plans. Initiating calls Agents can initiate calls: From dialer […]