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NOTE: For times the agent is overwhelmed with too many simultaneous chats, the agent will mark themself as "Not Available for Chats" in Olark, and ask for additional support from backup agents via Slack. They will then continue to support currently-active chats. Marking yourself as "Not Available for Chats" is NOT the same as logging out. You are still expected to support all currently-active chats.
Tips & Tricks
Useful Chat Commands
- !tag TagName adds a tag to the chat for categorization. Chats should have at least one tag. List of tags here.
- !jsd Creates a Jira ticket (stands for Jira Service Desk)
- !end Ends the chat
- !transfer or !transfer @agent-name Transfers the chat to another agent. !transfer makes the chat an open chat that any agent can take. !transfer @agent-name transfers the chat to a specific agent.
- !send or !send emailaddress@fake.com Emails the transcript. !send emails the transcript to the customer. !send emailaddress@fake.com emails the transcript to whatever email address is entered.
Searchable Transcripts
Not sure how to answer a question? Certain you answered this question for another customer? No problem, all chats are recorded and are searchable by all agents.
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