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changes.mady.by.user Aleksandra Yakutovich

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The Creatio system administrator uses the Agents and Chatbots detail to add new chat agents.

...

  • Human – chatting with the client is conducted by a person assigned as an operatoragent. To add a human agent, you must have a Beesender Chat Master license.

  • Chatbot – chatting with a client is conducted by a chatbot configured using the Creatio business process designer. To add a chatbot type operatoragent, you need a Beesender Bot Master license.

...

  1. Go to the ⚙️ System Designer

  2. Click Beesender Chat Configuration in the Import and Integration section

  3. On Open the Agents tab, click ➕

  4. Click ➕ near the detail Agents and Chatbots

  5. Fill in all the fields in the window that appears:

User

Select a system user with a Beesender license

Type

  • Human – select this type to have chats handled by the Creatio user

  • Chatbot – select this type to have chats handled by chatbot process

Nickname

You can specify the agent's nickname. If the field is empty, the full name from the agent's contact card will be displayed as the nickname

Active

Set the checkbox to allow the agent to receive chats

Avatar URL

Insert a link to the

client

agent's profile picture, which will be displayed in the

widget

WebSite. If the parameter is not filled in, the photo from the agent's contact card will be displayed

Agent Group

Only for type = Human

When distributing chats, first of all, the chat will be distributed to the group of agents, the value of the position in the queue of which is the least.

Processes

Only for type = Chatbot

Select the process by which the chatbot will work in the chat

Max load

The total maximum weight of chats that the agent can process

Queue Position

For Chatbot type: set position in the queue

When distributing chats, the chat will be distributed to the agent whose position in the queue is the least.

For Human type: filled in automatically, field is read only

5. Click Add

Info

Don't forget to add the channels that this agent will process on the Channels detail

Agent’s card

After you have added an agent, you can open agent’s card. This card contains the Channels and Sessions tabs.

...

On the Channels tab there is a "Channels" detail, which contains a list of all channels that are associated with this agent. Also, using ➕ next to the “Channels” detail, you can add already existing channels, but which are not yet linked to this agent.

The Sessions tab displays two details:

Agent sessions

In this detail, records are created after the user, who is an agent, logs into the system and sets a certain status in the agent communication panel. The columns: “Start session time”, “Due session time”, “Agent Status”, “Duration, min” are filled in.

The “Status "do not disturb" reason“ column is filled in only when the Do Not Disturb status changes in the old version of the communication panel.

Chats transferred due to no agent response

In this detail, records are created after the chat was transferred to another agent (the ‘Transfer chats without agent answer’ setting) if the current agent did not respond to the client within the specified period of time in the “Time for changing agent (minutes)” field. The columns “Created on” and “Chat” are filled in.