Can light agents take calls or serve chats?

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1 Comments

  • Jamey DeLuzio

    I have to say that this article is very misleading.  I spent about an hour on chat with Zendesk support, and "In the standard agent interface, light agents can serve chats." is only partially true.  Light agents can serve chats, but only if you give them a full agent seat.  Given that I'm not sure why "Light agents cannot serve chats in the Zendesk Agent Workspace, they need to be upgraded to agents." is even listed on the Limitations of Agent Workspace page - https://support.zendesk.com/hc/en-us/articles/4408821805338 since you have to use a full seat with our without agent workspace being enabled.  

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