> For the complete documentation index, see [llms.txt](https://help.botpenguin.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.botpenguin.com/~/changes/483/platform-guidelines-and-training/must-know-how-of-botpenguin/support-agent-guide.md). # Support Agent guide This page contains all the necessary information regarding the live chat, how a agent can use that functionality in detail. ## Glossary: | Title | Meaning | | --------------- | ----------------------------------------------------------------------------------------------------------------------------- | | Tags | Tags are used to assign a specific label or category to a chat | | Status | The Status of each chat is a key feature for both individual agents and teams to track the current state of each conversation | | Team Member | The agents who are interacting with the users other then admin. | | Chat Transcript | The document file of the chat between the user and bot that can be downloaded | ## **Step 1: Logging In** To begin using the live chat functionality, the agent must first be added as a member by the admin. The admin will provide the necessary credentials. **Note : If you haven’t received them, please contact the admin to get access.**
As soon as you log in to the page, you'll see the **"Go Online"** button on the left-hand side. You can enable or disable this button based on whether you want to be available for live chat.

* **Toggle ON:** Indicates you are online and available to attend live chats. * **Toggle OFF:** Indicates you are offline and unavailable to handle live chats. ### **Step 2: Accessing the Inbox** Once you log in "**Inbox**" , you will land up on the below shown page.

This is where all the leads and chats from various platforms are listed. In the inbox, you will see following columns: * **Visitor’s name** - It is the name of the lead who interacted with the bot. * **Email address** - The email-id of the customer(if provided). * **Phone number** - The phone number of the customer(if provided).

* **Status** - The Status of each chat is a key feature for both individual agents and teams to track the current state of each conversation. It helps to ensure that no chat is left unattended or missed.\ \ You can mark status to particular chat from the dropdown or can create a new one as depicted in the screenshot below.

* **Tags** - Tags are used to assign a specific label or category to a chat, helping agents and team members quickly identify the topic or nature of the conversation. By assigning tags, you can "stamp" a chat with relevant information, making it easier to understand the context.\ \ You can assign tags to particular chat from the dropdown or can create a new one as depicted in the screenshot below.

* **Assigned** **to** (**Agent**) - The name of the agent to whom the chat is assigned.

### **Some basic Understanding** {% hint style="info" %} If the chat appears in bold that means the chat is still unread or the new chats. {% endhint %}

{% hint style="info" %} If a team member is already in conversation with the customer, then you cannot chat with that user until and unless the chat is transferred to you. {% endhint %}

### **Step 3: Managing Chats** **Each chat in the inbox will have options for further action:** * You can assign tags to categorize or prioritize chats.

* You can change the status of the conversation (e.g., "Open," "In Progress," or "Resolved").

* You can assign the chat to another agent if needed.

* You can also download the chat transcript from the button given on the top bar.

* **Transfer to bot -** You can transfer the chat again to the bot once the live chat is over.

### **Step 4: Filtering Chats in the Inbox** To make it easier to manage and prioritize chats, we have a **Filters** section in the inbox. You can filter out chats based on various criteria, such as: * **Date & Time:** Filter chats by the date and time they were received. * **Tags:** Choose specific tags to view chats related to particular categories, such as product inquiries, support, or sales. * **Status:** Filter chats based on their status (e.g., Open, In Progress, Resolved). * **Assigned Agent:** Filter chats to see those assigned to a specific team member. This filtering functionality allows you to quickly narrow down and focus on specific chats that need attention, ensuring better organization and workflow.

### **Step 5: Starting a Live Chat** When a new lead or chat arrives, you will see a notification. You can choose to accept or reject the chat request.

* **Accepting a Chat:** Once accepted, you’ll be directed to the chat interface where you can interact with the customer. * **Rejecting a Chat:** If you reject the chat, the lead will be reassigned or notified as per your agency's settings. ### **Step 6: Interacting with the Customer** Inside the chat window, you'll have a message bar where you can type and send messages to the customer.

Additionally, you can perform the following actions: * **Translation:** You can translate the chat to your preferred language using the translate button

* **Quick Reply:** Use the quick reply feature for repetitive messages like greetings or common responses. Simply click on "Add New" to create a quick reply, which you can use whenever needed.

### **Step 7: Additional Features** * **Message Actions:** Click the three dots on any message to access options such as forwarding, starring, copying, or deleting messages.

* **Visitor Profile:** View detailed information about the user you are interacting with, including location, phone number, and any custom attributes added.

* You can also edit these information by clicking on the edit icon and then save them by clicking on the save icon given.

This guide provides a comprehensive overview of how a live agent can access and effectively use the Inbox panel to manage chats efficiently.