Question
Can Talk or Chat be enabled for light agents?
Answer
Light agents can respond to chats when given access, but they cannot respond to phone calls.
For more information on light agents, see Understanding and setting light agent permissions (Professional Add-on and Enterprise Add-on).
5 Comments
More details on understanding and setting light agent permissions can be find here.
It would be a nice to can be able to clone the light agent roles to make them more useful
Already suggested here ...so please vote and comment
Hi
How is it that an agent can give access to an agent light?
The article Understanding and setting light agent permissions (Collaboration Add-on), does not mention it.
Hi Oly,
If you'd like to give light-agent access to Chat, you can do so directly from their Support profile.
Screenshot for you below:
Let me know if you run into any issues enabling this for a light-agent.
Cheers!
Is there any view for the light agent to see all their tickets where they are about to chat, respond on emails or side conversations? Thats the only part we are missing in our evaluation tests right now!
Hi Mia -
Light Agents cannot be assigned tickets; but they can view tickets that they've been cc'd on or tickets that they're the requestor on from within their support profiles:
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