KwikEngage Agent chat panel

1. Mark Yourself ONLINE or OFFLINE

Agents are required to mark themselves as ONLINE when they login to the panel and OFFLINE when logging out.

Steps:

1. Login to the panel: https://kwikos.tellephant.com/ using your credentials.

2. Click the ONLINE/OFFLINE toggle at the top-right corner of the screen to update your status accordingly.
   

2. Filter Your Chats

Agents can filter their chats based on various parameters such as date, chat type, channel, tag, and status.

Steps:

1. After marking yourself as ONLINE, go to the top-left section of the panel.

2. Click on the Filter option.

3. Apply filters based on your requirements (e.g., Date, Chat Type, Channel, Tags, Status).
   

3. Send Attachments, Templates & Canned Responses

Agents can quickly respond to customers using direct templates, canned responses, and attachments to improve efficiency.

Steps:

1. Open any chat from the panel.

2. At the bottom of the chat window, you’ll find icons for:

   • ? Attachments

   • ? Canned Responses

   • ? Templates
     

3. Click the respective icon to send the content.

4. Add Tags to Chats

Tags help categorize and organize chats for better reporting and tracking.

Steps:

1. Open any chat from the agent chat panel.

2. Go to the right-hand section and click on the Tag icon.
   

3. Click the dropdown, then click on Add New Tag.
   

4. Choose from the tags created in the Admin Panel (Setup section).
   

5. Click Apply Tags.
   

6. The tag will now appear attached to that chat.

5. Send Direct Product Checkout Links

Agents can send checkout links directly from the panel, allowing customers to instantly purchase selected products.

Steps:

1. Open a chat with the customer.

2. On the right-hand panel, click the Products icon.
   

3. Choose the desired product from the dropdown and open it.
   

4. Click Add to Cart.
   

5. Below, click the Cart icon dropdown.

6. Select Send Cart Details to share the product checkout link.
   

6. Transfer a Ticket to Another Agent

Agents can transfer chats/tickets to another team member for further assistance.

Steps:

1. Open the relevant chat.

2. On the top-right corner, click the dropdown next to the Assigned Agent.
   

3. A list of available agents will appear.
   

4. Select the agent to transfer the ticket.

7. Resolve a Ticket or Chat

Once a query is resolved, agents should mark it as Resolved to free up space for new tickets and maintain a clean inbox.

Steps:

1. Open the completed chat/ticket.

2. Click the Resolve button to close the interaction and mark it as completed.