This guide provides a clear overview of the different agent status options available in Orlo Live Chat and explains how to use them effectively to manage your availability for customer interactions.
Things to Consider ✅
- To create and modify Live Chat Widgets, users must be an admin in Orlo and enable the 'Administer Accounts' permission in their user settings.
Agent Status Options In the Inbox
1) Agents can set themselves to 'Online', 'Busy' or 'Offline' via the drop down in the dash bar in the top of the inbox message view,
Online = Agents will be pushed new messages and can reply to and resolve messages.
Busy = Agents will not be pushed any new conversations, but will still be able to view the Push Mode inbox as well as reply to and resolve their currently assigned conversations.
Offline = Agents will not be pushed any new conversations, and will not be able to access the Push Mode inbox view, and any conversations you may have had assigned will be unassigned.
2) Agents can also see if there are any new chats, ongoing chats, or pending replies from ongoing chats.
Options include:
A new chat is pending:
You have one chat in progress assigned to yourself that you are dealing with:
There is a new pending reply from the chat that is assigned to you that you are dealing with:
Agent Status Options In the Live Chat Dashboard
1) Agents can set themselves to 'Online', 'Busy' or 'Offline' in the Live Chat Dashboard area, by clicking on the drop-down option underneath their agent profile.
2) At the top of the dashboard, agents can see the total Ongoing chats, Unassigned Chats, Assigned Chats, Longest Waiting, and Teams.