Agent view

When using Sendbird Desk, it’s important to understand the different types of agents. Among live agents, there are two roles: Admin and Agent. While an agent is a broader term that’s used to refer to all types of agents including admins and bots, non-admin agents who use the agent view of the dashboard are also referred to as agents. Agents have a different view of the dashboard than admins. They have access to tickets, assignment logs, proactive chats, customers, and quick replies.

Under Tickets, agents can view a list of all tickets assigned to them by ticket status. Once they select a ticket, a chat view of the ticket will appear. The chat view shows messages exchanged between the customer and the agent. It also contains information about tickets and customers and allows agents to edit them according to application settings. On the dashboard, agents can transfer their tickets to other agents or teams.

On the Assignment logs page, agents can keep track of all tickets that were at least once assigned to them. They can view transferred and closed tickets and the assigned time, first response time, and the closed time for each assignment.

Meanwhile, on the Proactive chats page, agents can initiate chats with customers in the customer details view as a gentle aftercare for customer support. The sent proactive message will appear in the Proactive chats menu.

Agents also have access to customer details on the Customers page where they can see a list of customers who have asked a question before. When an agent selects a customer, it will display the customer’s information and chat history. The agent can also send a proactive chat message in the customer details view.

Lastly, agents can manage quick replies on the Settings page. Quick replies are the responses that agents frequently use during conversation with customers. They can add these repeated replies, announcements, or information as a template in Settings.