The Creatio system administrator uses the Agents detail to add new chat agents.
Who can be an agent?
Human – chatting with the client is conducted by a person assigned as an agent. 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 agent, you need a Beesender Bot Master license.
Add an agent
Go to the ⚙️ System Designer
Click Beesender Chat Configuration in the Import and Integration section
Open the Agents tab,
Click ➕ near the detail Agents and Chatbots
Fill in all the fields in the window that appears:
User | Select a system user with a Beesender license |
Type |
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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's profile picture, which will be displayed in the widget. 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
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 go to agent’s card, where the Channels and Sessions tabs will be displayed.
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. The columns “Created on” and “Chat” are filled in. |