1. Access
1.1 Owner and Supervisor can enable a particular Application for all the users (Owner, Supervisors and Agents) to use the application from the Integration section.
1.2 Applications can also be used in the chatbot flow by navigating to Automate and using the required Application Node in the bot flow. You can also read more about Integration Node.
2. Enable Live Chat for Agents
2.1 Owner or Supervisor can navigate to the ‘Integrations’ on the top right or Integration tab on the left side navigation bar.
2.2 Owner or Supervisor can check the option to ‘Allow Agents to configure their own accounts’.
2.3 This option will provide access to Agents to set up their own account in ‘Integration’.
3. Setup Accounts
3.1 Owner and Supervisors
3.1.1 Owner and Supervisor can navigate to ‘Integration’ page and click on ‘Add Account’ to add a new account.
3.1.2 They can use one of the existing accounts and mark them as default, by clicking on the 3 dot icon on the particular account and clicking on ‘Mark as Default’.
3.1.3 The default account will be used whenever the Owner or a Supervisor wants to access and perform actions on the integrated application from Respond Box on the Conversations page.
3.1.4 Owner and Supervisors will also be able to see Agent Accounts, and can also delete Agent Accounts, id required.
3.2 Agents
3.2.1 Once a particular app is enabled for Agents, Agent will be able to see that particular integration in Integration icon
3.2.2 Agent can click on that particular integration and then on ‘Go To Integration’ or click on ‘Integration’
3.2.3 Agent can then click on ‘Add Account’ and integrate their own account that will be used for the Application from integrated application.
3.2.4 Agents can integrate only one account.
Applications Supported on Live Chat
At present the following applications are supported through Live Chat Conversations for all the Agents:
-
Freshdesk.
-
Zendesk.
-
Salesforce.
