Working as a Digital Engagement Agent

If your customers are reaching out to your business online, they’re probably doing it across many different channels. Live chat, chatbots, social media, emails… There seems to be no limit to all the different ways that customers can reach out to ask a question, solve a problem, register a complaint, or, tell you how much they love your business.
Digital Engagement Agents can interact with customers in real-time, answering questions and offering assistance through multiple digital channels.

Let's take a look at working as a Digital Engagement Agent in Dialpad.

Login to Dialpad

First things first, you'll need to log in to Dialpad.com

1. Visit dialpad.com/login
2. Select the login method
   1. Google 
   2. Microsoft 
   3. Email
3. Select Login to Dialpad

Go on duty

Once you’ve logged in to Dialpad, its time to set yourself on duty so that you can start responding to customer interactions. 

From the Dialpad app:

1. Navigate to Ai Contact Centers
2. Select Off Duty
3. Select Available 
4. Select Digital

Take an interaction

Dialpad’s Digital Engagement flows provide clients with many self-serve options, but some requests just require an agent. When an automated workflow determines that an agent is required,  the client is sent to the queue and transferred to an available agent. 

Any agent set to Available can receive interactions from all Contact Centers that they are a part of (voice and digital). 

When an interaction comes in, you’ll hear an audible notification, and the interaction appears in the Active section.

To take the interaction, click on it and start typing. 

When an Agent takes a chat, their status automatically changes from Available to Digital. 

Agents will remain in the Digital state until all digital interactions are complete.

Your conversations

Agents can view their current and past interactions from the Active and History tabs. 

The Active tab displays ongoing conversations, letting agents observe real-time chats.

The History tab displays the agent's past interactions. Here, select a conversation to view the details, or click Reopen conversation to reopen the interaction. 

Input component tools

Agents have a selection of input component tools to enhance the client and agent experience. 

• Quick Replies: Preconfigured responses that Agents can use to swiftly reply without having to type out a lengthy response.
• Emojis: Popular cartoon images to add humor and emotion to a conversation
• Attachment: The ability to attach images into the conversation.
  • The maximum attachment size is 24 MB.

Transfer an interaction

Easily transfer an interaction to another agent. 

From your active interaction, select transfer. 

Choose who you'd like to transfer the interaction to by searching their name or skillset group. 

End an interaction

Quickly end an interaction and move to the next client. 

To end a customer interaction:

1. Select the chat icon 
2. Select End conversation 

Client details and history

Select the client’s name in the conversation window, or select the Skinny bar to open the contact information.

Here, you’ll find the Client’s contact details and notes left by other agents.

Select the Transcript from the conversation panel to view the conversation details.