Agent Dashboard

To access the Live Chat Agent Dashboard, log in using the following URL: https://us.floatbot.ai/livechat/login. (The URL for Indian server would be: https://floatbot.ai/livechat/login)
Once logged in, the agent will be presented with the main dashboard, as shown in the screenshot below. The left-hand side of the screen features a navigation panel with multiple options, including:

• Chat Queue: Displays the list of chats awaiting assignment.
• Active Chats: Shows all ongoing conversations handled by the agent.
• Team: Provides information about the team members and their status.
• History: Allows access to past conversations for reference or review.
• Bot User: Displays details about users interacting with the chatbot.
• Analytics: Offers insights and performance metrics to help agents track key engagement statistics.

During an ongoing chat session, agents may request user details such as name, email, and other relevant information. Once the user provides these details, agents can input them into the designated section on the right-hand panel. This ensures that the information is stored for future reference, allowing for a more personalized and efficient interaction whenever the user returns to the chat.

1. Transferring call to a specific department: If a session needs to be transferred to a specific department, a parameter named "param" should include the department name when passed while calling the agent API from the workflow. In these cases, the session will appear only to the specific department and not to all agents or any other department.
2. Transferring call without any department: If a user does not need to be transferred to a specific department, the chat request will be sent to agents who do not have any department assigned.
3. If user is assigned to a specific agent: If a user is assigned to a specific agent, only that particular agent will receive the chat request from the user.
4. If the assigned agent is Offline: If the assigned user is offline, the chat will proceed and be redirected to the fallback department for that particular agent. For example, if the assigned agent is offline and the fallback department is the Claims department, the user's chat will be routed to all agents within the Claims department.

Next, let’s explore the process of initiating a co-browsing session. To begin, simply click on the arrow icon located within the text input field. This action will send a request to the user, inviting them to start a co-browsing session. Once the user accepts the request, the co-browsing session will be seamlessly initiated, enabling real-time collaboration and enhanced support.