Agent can change their status to inactive or active at any time by clicking the. If an agent is active, they can receive additional chats as long as they are not having the maximum amount of concurrent chats, based on their chat limit setting. When an agent sets themselves as inactive, they are no longer able to receive additional chats until they become active again. Any on-going live chat session will not be closed by changing the status. See User management article for more details on how agent settings can affect the status. 

Agent can create a new ticket at any time from the agent widget. In order to setup manual ticket creation, see article Manual ticket creation from agent widget.

Agent can click on the user's name in the chat widget to see their information from the user's data card on ESM. Depending on the configuration, agent could have access to for example information which devices or services user has access to, to help with the support.

When tickets are created during the end user's interaction with the chatbot and the end user ends up in a live chat discussion, the agent is able to see in the chat widget which tickets were created. By clicking the ticket link, agent can start working on the ticket immediately while still having the chat open in the widget.

If the agent is not able to further help the end user, they can redirect the ongoing chat discussion to their colleague. When clicking the redirect button, full list of online colleagues with access to live chat is presented. All support agents who have participated in the chat will be listed in the chat session data card as “Members”. 

Agent can use Canned responses in the agent widget to quickly provide a frequently used answer. Canned responses are available in the message input field by typing in '/' after which the agent can search for a feasible answer. They can for example search for a guide how to reset password by typing ‘/reset’  in the field. 

Search will lookup for matches in the content of the Canned response name or content. For the details of setting up canned responses, see Canned responses article.

Agents can move the agent widget or resize to optimize their chat experience while working on tickets. At any moment, they can minimize the widget, without affecting any on-going chats, in case they need to access the full ESM user interface.

It is also possible to open the live chat widget to a new tab, allowing users to use for example a dedicated screen for the chat. 

Following file types are supported to be sent over the live chat by the end user:

jpeg, jpg, bmp, png, svg, gif, csv, odt, xls, odp, doc, docx, zip, ppt, pps, pdf

Agents cannot send files to the end user.