Agent Management

In this tutorial, we’ll walk through adding and managing agents in Adobe Dynamic Chat. An agent in Dynamic Chat is someone who is responsible for engaging directly with leads and prospects via meetings or live chat. An agent can have permissions for either or both of these functions in Dynamic Chat. Let’s walk through an example. Brad is a sales manager for Luma Inc. and Serena is a sales development representative that just joined his team. He needs to add her as an agent in Dynamic Chat so that leads can book meetings or request a chat with her. First, he needs to add her as a user in Adobe Admin Console. Brad logs into Admin Console and clicks Add Users. Next, he adds Serena’s email address. Then he’ll click Add as a New User and enter her first and last name. Then he’ll select Products and select the correct Dynamic Chat instance. Next, because Brad wants Serena to have both meeting booking and live chat permissions, click Apply. Then he’ll click Save to send Serena the invitation. Serena receives an email letting her know that she now has access to Dynamic Chat. She clicks Get Started to create her profile. Now, she has access to Dynamic Chat where she can connect her calendar and set her live chat and meeting booking schedule. The first thing Serena notices when she logs in to Dynamic Chat is a notice to enable browser notifications. She needs to do this to ensure that she can receive notifications when leads request a chat with her. Next, she needs to connect her calendar so that Dynamic Chat leads can book meetings with her. Luma uses Gmail as their email client, so Serena selects Google and connects her Gmail calendar. After she connects her calendar, she adjusts the email message and subject that leads will receive when they book a meeting with her. And she also enables the Include Google Meets Link option so that all of her Dynamic Chat meeting invites will include a unique Meets Link. Next, she sets up her meeting availability calendar. By default, Dynamic Chat will respect the availability on Serena’s Google Calendar, but Serena wants to make sure that web visitors can only book meetings between the hours of 8 am and 2 pm Monday through Friday. Additionally, she changes her buffer time from 30 minutes to 15 minutes. This will ensure that visitors have more options to book time with her. Similarly, Serena’s manager has scheduled Serena to be available to field live chat requests every Monday, Wednesday, and Friday from 1 pm to 5 pm. So Serena sets her live chat availability accordingly. This will ensure that she will always be marked as available to receive live chat requests during these times, even if she gets distracted by another project or forgets to log in altogether. As long as she at least has her browser open, she’ll get browser notifications each time a visitor requests to chat with her. Finally, Serena needs to update her Adobe avatar so that web visitors can see who they are chatting with. This will allow the interactions to be more personal. Now that Serena has connected her calendar and set her availability, Brad can add her to the routing rules. Brad has a custom rule set up for each region that Luma operates in. Each of these rules routes visitors from a specific country to a sales team member in those regions. Because Serena is located in the UK, Brad adds her to the EMEA sales custom rule. This will ensure that only visitors from EMEA are routed to Serena when custom rules are invoked. And that’s it! Now Serena is ready to take meeting and chat with her.