Reception and Ending of Sessions

Recent Pages

Reception and Ending of Sessions

Last updated: 2024-09-04 10:43:13

Manual Service of Conversations
When a conversation is assigned to an agent, the agent workstation will display a notification bar and play a ringtone to alert the agent to the new session. The agent can click the blue button to accept the session.
Note
The notification bar will display a countdown timer. If the agent does not accept the session before the timer expires, the session will be transferred to another agent.
﻿
﻿
﻿
Automated Service of Conversations
If the administrator has enabled automatic service, when a conversation is assigned to an agent, the workstation will automatically start servicing without displaying a notification bar.
﻿
﻿
﻿
﻿
Manual Ending a Conversation
Agents can manually end a conversation with a user by clicking the "End Session" button located in the upper right corner of the conversation window.
﻿
﻿
﻿
﻿
Automated Closure of Conversations
If an agent sends a message to a user and the user does not respond within the administrator-specified time, the system will automatically end the conversation. The agent does not need to manually end it; the conversation will automatically close and send an automatic closure message to the user.
﻿
﻿
﻿