The agent interface is where agents and supervisors spend most of their time on Engage Digital. It is a single platform that manages all digital interactions and provides agents with a unified environment to respond to customer messages on all channels, whether it’s from mobile messaging, web chat, email, or social media channels. This allows agents to respond efficiently to messages, comments, and issues posted or sent via Twitter, Facebook, and more.
The configuration for the agent interface is done via the admin interface — from routing rules for incoming chat messages to user access and permissions. Administrators also have the option to enable handy and efficient features for agents, such as the reply assistant and Ask an Expert. If you are an administrator, you might want to read Intro to agent configuration
Within the agent interface, the Inbox and Routing mode are the two operational modes that agents can use to manage conversations. Conversations are customer cases assigned to agents. You can access these modes via the left-hand navigation bar. For more information on how to navigate the agent interface, visit Navigation and layout for Agent
Please note that while the Inbox and Routing mode have similarities, these two operational modes have unique features. The main difference between the Inbox and Routing mode is how mailbox folders are organized and how messages are routed to agents.
Now let’s take a closer look at each operational mode, starting with the Inbox.