Agent Guides

Agent Guide: General

• Best Practices for Agent Messaging
• How to display client wait time
• How to Use Predefined Content
• How to search for Knowledge Base Articles
• Where to find Chat Activities and Transcripts
• Visitor Contextual Information

See all 14 articles

Agent Guide: Web Client

• How to Log in to Live Assist Web Client
• How to Locate a Contact Record in Web Client
• How to View the Activity Record for a Chat in Web Client
• How to Escalate to a Support Case in Web Client

Agent Guide: USD

• Features Exclusive to USD
• How to Install Unified Service Desk (USD)
• How to Log in to Live Assist for USD
• USD Presence State
• USD - Agent Notifications
• How to Locate a Contact Record in USD

See all 9 articles

Agent UX

• How to Transfer Files to Visitors
• Agent Voice and Video Escalation
• Agent UX—Associate CRM contact with a chat
• Agent UX - “Visitor is typing” and “Agent is typing” messages
• Agent UX - Tracking Co-browse sessions
• Agent UX - Audio Notifications

See all 15 articles

Reporting

• Understanding the Campaign Data Bar and Dashboard
• Understanding the Agent Manager (Supervisor) Dashboard
• Understanding the Agent Dashboard
• Understanding the Agent Data Bar

Co-Browse

• How to Use Shortcode Co-browse
• How to Co-browse
• How to Share a Document

Chat

• Knowledge Base search not opening after large message received from Visitor
• Can I send HTML tags in agent chats and canned messages?

Features and Functionality

• What happens if the visitor and agent become disconnected during a session?
• Chat Messages

Agent Troubleshooting

• Cobrowse fails to load on affected Chrome versions
• Agent cannot chat after entity creation when using firefox
• Agent Widget is not being presented to agent
• Agent Chat Widget Troubleshooting
• Agent Widget is not loading, or remains blank
• Agent Co-browse closed when using backspace in Firefox

See all 11 articles