The General Settings sub-module lets you configure changes for agent language, status, and external widgets.
- Language: Configure the customer support language for the agent.
- Agent Status: Create and custom set an agent’s availability status to Available, Away, Busy, or Offline.
- External Widgets: Support additional functionality by configuring and integrating external widgets into the agent workspace.
Add a Language
This feature helps add a language to the agent workspace for customer support.
To access Language, follow these steps:
1. On the left pane, click General Settings under Settings of the AGENT section. Then, click the Language tab.
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2. In the Language window, select the options for LANGUAGE and the corresponding ACCESS TO field.
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The following ACCESS TO options will be available:
- Agent: This depicts a specific agent that will use the selected language for customer interactions.
- Call Automation: This refers to the call automation flow in the selected language.
- Chat Automation: This refers to the chat automation flow in the selected language.
3. Under ACCESS TO, click the tab to select/unselect one of the following options.
- Agent: To assign the selected language to an agent.
- Call Automation: To assign the selected language to a call automation flow.
- Chat Automation: To assign the selected language to a chat automation flow.
4. Click Save.
Select a Language
To select a language for customer support, follow these steps:
1 On the left pane, click General Settings under Settings of the AGENT section.
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2. Tap the Language tile.
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3. To search the desired language, type the name in the search box.
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4. To set the agent and automation permissions, tap the language search result and the desired ACCESS TO selection from the following options.
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- Agent: To map the language to the agent.
- Call Automation: To map the language to call automation.
- Chat Automation: To map the language to chat automation.
5. Click Save.
Unselect a Language
To unselect a language and its access flows, follow these steps.
1. On the left pane, click General Settings under Settings of the AGENT section.
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2. Tap the Language tile.
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3. To search the desired language, type the name in the search box.
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4. Click the selected checkbox to unselect the language (which also disables the ACCESS TO options).
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5. Click Save.
Delete a Language
This feature helps delete a language in the agent workspace.
To access Language, follow these steps:
1. On the left pane, click General Settings under Settings of the AGENT section. Then, click the Language tab.
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2. In the Language window, click the delete icon of the desired language entry.
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3. This will remove the language entry from the list.
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