Customize the agent workspace
Control the agent experience at agent.bold360.com.
- Canned messages for agents
Canned messages are predefined strings of text that an agent can insert into a conversation. With canned messages, the agent can reuse commonly used responses without having to type them.
- Enable adaptive answers and learning
Allow an agent to use smart answers and make Bold360 learn how to display better answers over time.
- Customize customer information shown on the agent workspace
You can customize the information shown to agents in the customer information section of the agent workspace at agent.bold360.com.
- Wrap-up Fields: Organize items by Category, Custom Field, Status
Create labels (wrap-up fields) that can be used to organize items in a channel automatically according to rules or manually by an agent during wrap-up.
- Provide a link to a custom integration
Add a "DIY" custom API trigger integration to provide custom links that agents can access during chat sessions.