Agent Inbox

Agents will field live chats within the Agent Inbox. In addition to the active conversations, they can see past conversations, visitor information, and more.

Availability Toggle

On the upper-right side of the Agent Inbox screen, you have the option to set your status as available or unavailable.

IMPORTANT

This will override the live chat availability you established in Agent Settings. The status will remain until either you switch it back, or to the next block of time in your availability.

NOTE

Setting your status to unavailable will not affect any active chats.

Live Chat Notifications

When a live chat is routed to an agent, they’ll see a blue banner across the top of the screen asking them to accept.

TIP

You also have the option to set up browser notifications, which will alert you in case you’re not logged in to Dynamic Chat.

Things to Note

  • Agents have 45 seconds to respond before the “Accept chat” message times out.
  • There is a limit of 10 live chats per agent at this time

Conversations

On the left side of the Agent Inbox screen, you can choose to display only the active conversations, or all of them.

NOTE

While you can see past (inactive) conversations from yourself and other agents, you will only be able to see your own active conversations.

Visitor Information

On the right side of the Agent Inbox screen, you’ll be able to see (from top to bottom) their: name, job title, email address, phone number, and CRM status. Any information not passed along will be displayed as a dash (-).

Activity History

Below the visitor information is activity history. View activity types and dates, and even view chat transcripts.

NOTE

Information is displayed for the past 90 days only.

Calendar Sharing

At the bottom of the live chat window is an icon that allows you to share your or another agent’s calendar with the chat visitor.

  1. Click the calendar icon.

  2. Choose the desired agent calendar and click Send.

  3. The chat visitor will be able to book a meeting.

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