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2. Go to Koji settings.

3. Enable the Live Agent Supportagent support.

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4. Go to Configuration > Tenants > Tenant role setup.

5. Grant To grant the Operator Live agent role to a user, click the Set button.

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Starting the shift

To be able to receive user’s requests, an operator must specify that they are available. To do so:

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Now an operator is on duty and ready to speak to users.

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Finishing the

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shift

When an operator is about to leave, they must specify that they are unavailable. To do so:

1. Go to chat (Slack or Microsoft Teams) and type #off.

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Stopping a conversation

To stop a particular conversation with a user, type stop or #exit. A user receives a notification that the conversation has been closed and they can continue talking to the bot.

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Creating tickets from a conversation

Operators can create tickets from a conversation using the #create_ticket chat command. To learn more about it, view this help page.

Transferring a conversation to another agent

When an agent is having a conversation with a customer, but does not have the answer, he can transfer this conversation to another agent. The customer continues to discuss an issue with another agent, while the first agent can start a new conversation with another user. To do so, use the following commands:

• list_operators: to view the list of available operators (the ones who are on duty).

• forward_operator: to forward the current user session to another operator.