Agents & Departments

An agent in the platform is someone who can log into logicdialog and either administer content, or respond to users who have come through to the live chat.

Setting up your team

You can add a user from the Users page. Here you will see a button along at the top of the screen for Add User +

When you create an agent you'll be asked for a few pieces of mandatory information, all of which can be changed at a later date. These are First Name, Last Name, Email, and the Agent Role. If you have Departments then you can also select the department for the user.

When it comes to the user role, an Agent is someone who can answer conversations with users. An Admin on the other hand is someone who can answer conversations but also perform administrative tasks such as adding users and building models.

Departments

A department is a way of grouping users together. Its up to you how you use these groupings but typically each group will be specialists in answering a certain type of question or query from the user. The minimum you need to create a department is a Department Name however you can also optionally choose to override the default company opening hours as shown in the image above. In this case you are able to specify that this department is open different hours to the rest of the company. This might be either a reduced set of hours, or indeed perhaps a team that operates slightly more unsocial hours to the rest of the company.