The ticketing system controls part of the live chat session assignment policy and live chat session handling policy.
This affects the privacy level of ticket handling, and also the customer service flows as well.
Common Live Chat
Common live chat mode sends live chat tickets to the designated live chat channel directly. Agents will reply
to clients in the live chat channel ticket sent to, and all agents can see the conversation.
Common Live Chat Mode
Ticket picking live chat mode sends a live chat picking ticket to the designated live chat channel.
Agents click “Pick Ticket” to transfer the ticket to their own personal channel setup in the section.
The live chat session will be sent to a personal live chat channel, and agents can reply to the client
there. And other agents may not read the conversation if the personal live chat channel is configured in a
separate private team.
New Ticket (Ticket Picking)
Assign Same Agent
With the assign same agent option turned on, future live chat requests from the client will be assigned to the agent
who picked the live chat ticket automatically. However, there will not be a live chat request picked
message sent to the client for future live chat requests. This is because the live chat ticket is not picked by
the agent, but sent to their live chat channels directly.
Admin assigns live chat mode and sends a live chat assign ticket to the designated live chat channel. This
mode allows admins to assign the ticket to other agents. Instead of letting the agents choose which ticket to
handle, the admin assigning tickets to different agents lets live chat requests be handled by the best-suited agent.
To assign an agent to handle the ticket, the admin first chooses the agent in the message card. Then click “Assign
New Ticket (Admin Assign)
The live chat session will be sent to the personal live chat channel configured by the agent. The agent
will handle the ticket in their personal live chat channel.
Assign Same Agent
With assign same agent option turned on, future live chat requests from the client will be automatically assigned
to the agent who was assigned previously. However, there will not be a live chat request assigned message
sent to the client for future live chat requests. This is because the live chat ticket is not assigned to the agent,
but sent to their live chat channels directly.
Round robin ticketing mode sends the live chat session to all agents configured with personal live chat channel
evenly. The round robin queue is shared by the organization in Stella Inbox. For multiple live chat channels
set to round robin mode, they use the same counter and same set of agents. A common live chat channel
is still required for incoming live chats to send to for this mode, even the live chats will not actually
enter the channel.