Agent Accounts - General Overview

Anya Updated by Anya

Exploring the Agent Dashboard and Using Table as an Agent

This is the main screen of your Agent Dashboard where all your Tables will be listed as well as where new "Agent Needed" requests from customers will appear.---

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  1. Conversation Segmentation: Your Tables will be separated into categories under the "Conversations" section of the page. You can filter by status on the left side column by clicking on the categories there.
    1. All: All unarchived Tables for Crews you are a member of will appear here.
    2. Yours: All Tables that you have joined will appear here.
    3. By Crew: Here you can filter your Tables by Crew. Only the Crews you have joined will appear here. Once you've selected a Crew, any Table that includes an Agent from that Crew will be visible to you.
    4. By Status:
      1. Active: This occurs when the members within a Table are online and actively using it. 
      2. Agent Needed: This is when a customer has requested assistance from a Crew, and no Crew member has joined yet. The notification will flash faster the longer the customer has been waiting. Once an Agent joins the Table, it will no longer be visible to other Agents.
      3. Unassigned: This is a Table that does not have an Agent assigned to it and hasn’t been routed to a Crew.
      4. Pending: A Session where the last one to be present on the Table is the Agent.
      5. Soon to be Overdue (STBO): Admins and Superadmin set an amount of time for the Agent to respond or acknowledge a customer’s response before it is classified as overdue. The STBO is a warning that the Agent needs to respond.
      6. Overdue: This is when the Agent has not acknowledged a customer in a predetermined amount of time and has left the customer waiting for too long. It provides everyone with a warning after the set amount of time has expired.
      7. Archived: Tables that have been archived can be accessed here.
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  2. Chat: To chat, simply type in the "Type a Message..." field at the bottom of the Table and click the enter/return button on your keyboard to send.
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  1. Upload a File: Click the paperclip icon at the bottom right of the "Type a Message..." field, then select the files you wish to upload and click "Open".
    1. This can also be done by dragging and dropping the files anywhere in the messenger stream.
    2. You will then have the option to change the title and add a comment. Click the "Upload" button to upload and send.
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  1. Audio and Video Calling: To start an audio call, click on the phone icon. Other members of the Table will see a "Join" button appear in their messenger stream which they can click to hop on the call.
    1. Once on the call, you will have the option to mute/unmute the microphone, turn the camera on or off, screen share, enter full screen, and leave the call.
    2. If you'd like to start a video call, click the video camera icon. Audio and video calls have all the same features, except your camera is set to automatically turn on when a video call is started or joined.

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  1. Experiences: Trigger an Experience from the Table by clicking the Bot icon, selecting the desired Experience, and clicking "Trigger".
    1. Admins and Superadmins create Experiences for different actions like account creation, login, payment, accept terms, book an appointment, or anything else they want Agents to access.
    2. Triggering these Experiences will drop the Bot onto the Table to help the customer complete these actions. For example, you can trigger a "Book an Appointment" Experience to the Table so the Bot can help the customer schedule an appointment.
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  1. Canned Responses: Click the speech bubble icon to access and create canned responses. You can then search for canned responses and click "Copy" to automatically copy and paste the answer into the message field.

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  1. Archive Table: Archive your current Table by clicking the file icon. The Table will then be removed from your active Tables list, but can be accessed and made active again by going to your Archived Tables tab.
    1. Your company sets the amount of time a Table remains in your active Tables list with no activity until it is archived automatically. For most cases, it is one week. 

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  1. Internal Only: By checking the "Internal Only" button, you can send messages that are only visible to other Agents, not the customers. All internal messages will appear in yellow.

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  1. Request Service: On the top right corner of the screen is the "Request Service" button. If you need to bring in a member of another Crew to the Table, you can click the "Request Service" button then select the Crew you'd like to query.
    1. Agents in that Crew will instantly receive an Agent Needed notification and the first one to click will join the Table.

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  1. Add Collaborators: If you or the customer would like to add another person to the Table, you can do so here by adding an email address. The person will receive an email and will be able to click right through to the Table.
    1. You can also copy and paste the shareable URL given here.
      1. Be careful where you share it! Anyone with access to the URL can join the Table._

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  1. Add Agents: If you'd like to add a specific Agent to the Table, you can search for the person by name or email and send them an invite. They will receive a notification and will be able to join the Table.

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  1. Media: Once a media file has been uploaded to the Table, a media section will appear so all files can be easily seen, opened, downloaded, and deleted.

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  1. Saved Items: Some versions of TABLE integrate with your company's product catalog. Product lists can be created by searching for items and then clicking. Any member of the Table can edit the list and add or remove items.
    1. Once items are added, a "View All Items" button will appear. When viewing all items, you can click on each individual product to find out more information.

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