Live Chat Update: Agent Groups

Discover how the new Agent Group feature in Flexito OmniAI enhances your live chat support by allowing you to efficiently organise and assign agents based on their online status and past interactions. This update streamlines customer service management, ensuring a seamless experience for your users.

Video Tutorial:

We have introduced an update to the Live Chat Agent feature, now known as Agent Group.

We have updated the Live Chat Agent feature.

This feature is called Agent Group.

Where to find this New Feature

Here's how you can find this feature:

Navigate to Workspace Settings and select Agent Groups. This is a newly added section.

Click on “+ group” to create a new agent group. Combine agents as needed to optimise assignments.

Setting Up the New Agent Group

1. Group Name: “Support”

2. Assign Method: “Random”

• Random - uses a round-robin method

• Least Assigned - prioritises agents with fewer tickets

Let's choose the Random assign method, as it is a popular choice among users.

Online First: Activate this important feature.

Agents are only checked for online status once they are assigned.

Select this option if you prefer live assignments only.

Members Overview: Assign members as Live Agents.

Weighting: Adjust the weighting to increase the likelihood of an agent being assigned. A higher number means a greater chance.

In Group: Choose which members to include in the new group and set their weighting options.

After configuring all settings, click the “Create” button.

The new group will now appear in the default Agent Groups overview.

Customise groups using the Pencil Icon or create additional groups.

For instance, you can create groups for a Sales Team, Support Team, or Developer Team.

This is the new method for assigning agents to groups.

Segment your agents into groups to facilitate user assignments based on these groups.

Understanding Online Status Verification for Agents

How do we verify if an agent is online?

This process differs from typical live chat platforms.

In Flexito OmniAI, an agent is considered online if the Live Chat Section is open.

This means that when a user initiates a live chat, we can verify the agent (in this scenario, myself) is online.

If you navigate away from this window, we cannot track the agent's online status.

Ensure the Live Chat Agent remains online with the Live Chat Section open in their browser tab.

Accessing Live Chat in Two Ways

Main Dashboard > Live Chat (located in the top menu next to Dashboard)

Open the Bot > Live Chat (select from the left-side menu) for individual chatbots.

This method allows us to check the agent's online status.

Keep the chat page open on the Dashboard or within the Bot. The agent must be online in this specific window.

Live Chat Functionality within a Flow Builder

Let's create a sample workflow:

Create a subflow named “Live Chat Agent Assignment.”

Action Block -> Basic Actions -> Assign to Agent or Assign to Agent Group.

1. Select Agent Group.

2. Here are some options available:

3. None

4. Default Group 1 - All users (Random)

5. Default Group 2 - All users (Least Assigned)

6. Default Group 3 - Only Agents (Random)

7. Default Group 4 - Only Agents (Least Assigned)

8. (customised groups)

The difference between Groups 1-2 and 3-4 is: Groups 1 & 2 assign to all users or members within the Workspace.

Groups 3 & 4 assign only to those with the Agent Role Permission.

If you don't want to use existing presets, like a Support Group, you can integrate settings and available team members here.

Updates to the Condition Block

Check out the new agent settings available:

Conditions related to agents include:

• Last agent interaction (minutes ago)

• Is assigned to agent

• Is assigned agent online

• Has agents online

Use the “is assigned agent online” condition in the block.

If the agent is offline or not in live chat, use this condition block to assign a different agent.

Check if the chatbot has any agents online. If none are available, inform users that live chat support is currently unavailable, but they will be contacted during business hours.

We have a system field called “Last Agent Interaction” to check the last interaction within a specific timeframe.

• After

• Before

• Date on

• Date between

• Time between

• Time after

• Time before

• A variety of condition sets are available.

These updates introduce powerful features for assigning Live Chat Agents, checking their online status, and monitoring their last interaction time.

These enhancements allow you to offer a superior customer support experience.