DocumentationMarketo EngageMarketo Guide

Agent Management agent-management

Last update: Wed Jun 26 2024 00:00:00 GMT+0000 (Coordinated Universal Time)

In Agent Management, view a list of agents in your Dynamic Chat instance, manage teams, and set your fallback rules.

Agents agents

This tab lists all of the agents in your Dynamic Chat instance, and includes such information as their name, email address, live chat status, and more.

NOTE
Don’t see an agent you just added? It could take up to two hours for them to appear here after adding them in the Adobe Admin console.

Teams teams

Admins can create teams of agents to facilitate ease of routing to specific groups of sales agents.

AVAILABILITY
Access to Teams requires a Dynamic Chat Prime subscription. Please contact the Adobe Account Team (your Account Manager) for details.

Create a Team create-a-team

  1. Click + Create Team.

  2. Give your team a name.

  3. Click the Add Agents drop-down and select the desired agents.

  4. Click Create.

Fallback Rules fallback-rules

Meeting Fallback meeting-fallback

Select a standard (system) message or write a custom one for visitors to see when meeting booking is unavailable.

Live Chat Fallback live-chat-fallback

Select a standard (system) message or write a custom one for visitors to see when Live Chat is unavailable.

NOTE
Selecting the Include Meeting Booking Option checkbox will give the chat visitor the option to book a meeting when no agents are available to live chat.
TIP
When creating a custom message, you can style the font, use links, even insert emojis! :)
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