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(Last Updated On: February 26, 2019)

Along with  “Shortcuts”,  “Team Chat” and the “Agent Alerts” (which you can set up on the Options tab) , there is another tool that you can provide your agents with, in order to make work easier and / or remind them of important information. That is “Agent Links” which can also be found under the Options tab:

 

agentlinks

With “Agent Links”, you can display links to your agents on Conversations Hub during an ongoing chat. As shown on the screenshot above, those links could be either of a text form or a url. In both cases, you will need to name the agent link. The name of a text-type link will be visible to the agent on a respective tab in Conversations Hub.

 

If you are looking to make a custom variable a clickable URL you can do this in the Options tab of your Admin Dashboard for the Agent Link. We accept JS variables as part of the URL. With this it gives the agent information about the customer (based on the ID) directly in the Web Client or even with a shopping cart ID is in the JS variable then the agent can directly see the content of the cart in the Web Client.

We can use JS variables in agent links. The syntax is simply {js:variable_name}

For example, the format would be {js:varname} You would configure an agent link with: http://www.domain.com/{js:ID} (assuming your JS variable is called ID)

If an agent clicks on the tab of a text-type link, that will open on their Conversations Hub and display the text that the administrator has added as a Value under the Options tab. As you can see in the screenshot below, some html style tags like <u>,<b> and<i> can be used if you want to add style to the text to emphasize the message to the agents.

 

You might want to use the agent links in combination with the agent alerts. For example, you can alert your agents that they can click on the”discount” tab to see detailed information on your ongoing offers:

 

You can find agent alerts right above the agent links and you can display them both as system messages and tabs on the Conversations Hub.

If an agent clicks on the tab of a url-type link, that will open on their Conversations Hub and display the respective webpage.

 

The agent will be able to browse to other pages of the site as if they were on another tab. That allows them to stay on Conversations Hub, with their eyes on the chat while browsing your site for any necessary information. They will also be able to open the url in another tab if that is more convenient for them by clicking on the expand icon as displayed below:

 

Note: Please make sure that you are using links on https and not http as those will not be displayed on the Conversations Hub which is on https. Additionally, many organizations prevent their websites from being loaded via third party iFrames which is why those websites will not be displayed on the Conversations Hub if you add them as a url link.

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Published October 13, 2016