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1. Get started by logging in at: https://agent.bold360.com/
2. Learn the basics by reading the instructions below
Available
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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.
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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.
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Switch between channels
Click any chat, message or email to open it in your workspace. The active item is highlighted along its left edge.
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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.
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My Wrap-up
Prepare your wrap-up without ending the chat.
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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.
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End a chat
To end a chat, click the End Chat button at the bottom of the chat panel.
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Tip: You can also use the /end chat command.