Agent Workspace for messaging
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Agent Workspace User Guide
Get acquainted with the Agent Workspace Workspace Basics As an agent, your workspace is a centralized location for you to handle all of your conversations. When you log in to the Conversational Cloud, your workspace will open as the default homepage. Below are the main areas and tools you'll be using within the workspace…
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Blended accounts
Get acquainted with the Agent Workspace Blended accounts are LivePerson accounts that use both Live chat and Web Messaging. Live Chat vs. Web Messaging For brands using the Conversational Cloud, there are currently two conversation types: Live chat: A single exchange of a live conversation between consumer and agent. Live…
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Configuration
Get acquainted with the Agent Workspace The Agent Workspace is tailored to the needs of messaging agents and was designed using feedback and requests from hundreds of messaging agents. It is developed for an easy plug-and-play approach and requires little to no configuration. That being said, there are a few configurations…
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Conversational Commands
Conversational Commands is a tool that empowers agents to trigger automated actions using text commands Introduction Conversational Commands is an innovative tool that allows agents to efficiently use LivePerson Functions within the context of the conversation. Agents can use a bank of preconfigured, account-specific…
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FAQs
Get acquainted with the Agent Workspace Taking breaks and ending your shift I want to go on my break in 10 minutes. What should I tell my customers? And, do I need to do anything with my manual SLA? If there is a very active conversation, you can tell the customer you are taking a break. You can give them the option to…
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Hotkeys
A list of helpful hotkeys To save you time - there are seven hotkeys configured on your workspace for some of the most common tasks. To use a hotkey, simply press the key combination as shown below. ACTIONHOTKEYMove to next conversationAlt + Shift + MDeselect conversationAlt + Shift + UCopy as plain textAlt + Shift +…
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Overview
The Agent Workspace simplifies agent operations to dramatically increase agent focus and efficiency The Agent Workspace is designed to handle multiple channels of conversation at scale asynchronously, taking into account all of the features that were developed especially for messaging. The workspace design is designed for…
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Tutorial
https://player.vimeo.com/video/619071253