1. Get started by logging in at: https://agent.bold360.com/
2. Learn the basics by reading the instructions below
Available
![](https://helpdesk.troy.edu/TDPortal/Images/Viewer?fileName=a0cab253-4593-4069-b380-955642f093f7.png)
Ready for action? Switch between Away and Available in the lower-left hand corner by clicking on the applicable channels (chat, SMS, FB Messenger, email).
Green means Available, red means Away.
Quick Accept
Grab a chat without working on it right away.
![](https://helpdesk.troy.edu/TDPortal/Images/Viewer?fileName=b74cd7c5-2aa7-4ae0-84d2-fdccba7c0727.png)
Click Quick Accept to accept without working on it right away. Or click anywhere else to accept and move to your workspace.
Tip: When the timer runs out, the chat is reassigned.
Red spot?
The red spot tells you the customer is waiting for your reply.
![](https://helpdesk.troy.edu/TDPortal/Images/Viewer?fileName=f8aaf404-36f5-4c7e-af71-6ebba317da5b.png)
Switch between channels
Click any chat, message or email to open it in your workspace. The active item is highlighted along its left edge.
![](https://helpdesk.troy.edu/TDPortal/Images/Viewer?fileName=56f776ec-1dbc-4592-b8ec-325d132d8375.png)
Tip: The top item on the list may be the most urgent (newest chat/message, oldest email)
Transfer a chat
To transfer a chat to another team member, click the Transfer button at the bottom of the chat panel and select an available department or operator from the list.
![](https://helpdesk.troy.edu/TDPortal/Images/Viewer?fileName=5d536dfb-38ba-48b3-8125-2ef7145dd147.png)
My Wrap-up
Prepare your wrap-up without ending the chat.
![](https://helpdesk.troy.edu/TDPortal/Images/Viewer?fileName=a540930e-13e8-41e7-a33d-dd17273606c3.png)
Chat commands
In the chat panel, type a slash (“/”) to see the list of commands. Your administrator can also set up /slash commands for canned messages.
![](https://helpdesk.troy.edu/TDPortal/Images/Viewer?fileName=1dc84b45-1170-45ca-8896-1b7fba4f17fa.png)
End a chat
To end a chat, click the End Chat button at the bottom of the chat panel.
![](https://helpdesk.troy.edu/TDPortal/Images/Viewer?fileName=42c0b2ab-8f7d-45e4-80b0-24973256bd8f.png)
Tip: You can also use the /end chat command.