Skip to main content

Best Practices for Agents

  • Messaging

Updated ~ minute read

In this article, you will learn some best practices for use of Live Assist for Dynamics 365 (LAD365) as an agent. These will help you provide exceptional customer service, work well with other agents, and make your own work efficient. 

Note: The instructions and screenshots in this article apply to our modern Messaging agent widget. If you are not sure if your company uses it our legacy Chat agent widget, please ask your supervisor. 

Table of Contents:

Beginning a shift

Set your status

When you start your workday, you need to make sure your status is "online" so LAD365 will know you are available. 

  1. Check the profile icon in the upper right of the agent widget and check your status
  2. If your status shows as offline or away, switch it to online
      An agent switches status to online using the profile icon in the agent widget

Set alerts so you do not miss conversations

Set up alerts in LAD365 so that you do not miss something that needs handled. You can a few options to consider.

1. Large Ring Alert: If you prefer a visual alert for incoming live conversations, you can enable the Large Ring Alert feature. This creates an alert within the Agent Widget. (See how to enable it.)

The Large Ring Alert is shown when a new chat is started in the Messaging Agent Widget

2. Audio and Visual Notifications: If you prefer an audio alert or a pop-up visual alert, enable one or both of these. To enable the audio and visual notifications, follow these simple steps: 
        Step 1: Click the Settings (cog icon) 
        Step 2: Click Audio notification to enable the sound notification 
        Step 3: Click Visual notification to enable the visual pop-up notification

The settings panel of the Messaging Agent Widget with Audio and Visual notifications highlighted

During a shift

Keep attentive to the status bar

During your shift, keep watch on the status bar. It offers clear view of ongoing interactions. Any changes in counts on the status may indicate a conversation you need to handle.  The status header in the agent widget shows the counts of unread, unresponded, closed, and active conversations

Handle open conversations effectively

  1. Prioritize Unread Chats, since these customers have not yet received a response 
        The status bar of the Messaging Agent Widget shows four unread messages spread across two seperate conversations
  2. Use the conversation list to navigate conversations effectively
    The conversation list of the Messaging Agent Widget shows two open conversations and one closed conversation
  3. Use the transcript of a conversation to review the conversation so far, including both visitor and agent messages
  4. Close chats when appropriate, and informing the visitor if that is necessary  When opened, the three dots menu of the Agent Widget has an option to End Conversation
  5. Check the header to see who the visitor is, the source of the conversation, and if the visitor is authenticated or not
    The header of the Agent Widget shows the name Sample Visitor, the origin as Facebook, and that the visitor is authenticated
  6. Using Emoji for effective and friendly interaction
    The Emoji Picker within the Messaging Agent Widget

Before taking a break

When it's time for a break, follow these steps to ensure a smooth transition and prevent any disruptions in customer service.

  1. Set your status to away so both your team and the system know that you are not available for new conversations
        A mouse cursor shown above the away status in the Messaging Agent Widget profile setting
  2. Check to see if any customers are waiting for your response. If you have active conversations in progress, you can take one of the following actions:
    • Inform the customers of your availability. If you need some time to get back to the customer, provide an estimated timeframe for your response. Set the manual Service Level Agreement (SLA) to reflect this commitment, so the customer knows when to expect a reply.
    • Return a conversation to the queue. Alternatively, you can return a conversation to the queue. This way, another available agent will be able to attend to the customer.When opened, the three dots menu of the Agent Widget has an option to Return to Queue
    • Transfer ongoing conversations. Another option is to transfer the conversation to another agent, if it is progress and needs finished right away. 
      A '/t' is entered in the text input area of the Agent Widget, and the transfer options are visible

 

Preparing for the end of a shift:

At the end of your day, ensure a smooth transition by following these steps:

  • Adjust your status: About 10 minutes before you're ready to wrap up, switch your status to "Away." This prevents new incoming conversations from being assigned to you. For precise timing, refer to your company's guidelines.
  • Resolve open conversations: Take a moment to review your ongoing conversations. Close any that are finished. Resolve any that can be finished in the next few minutes. 
  • Plan for the next day: Identify any conversations you intend to continue the next day. Inform the customer about your availability. Then manually set the Service Level Agreement (SLA) accordingly.
  • Manage ongoing conversations: For conversations that require immediate attention but won't be addressed by you, return them to the queue. Or transfer them to another agent. 

By following these best practices, you can streamline communication, boost your efficiency, and provide outstanding customer experience.

Remember to always stay customer-focused, be empathetic, and maintain a professional yet friendly tone in all your interactions. Happy messaging!

Related articles