We offer 2 operation modes:

  • The agent has a list of unassigned chats, the free agent takes the chat to work and processes it. In this case, the agents are free to regulate their workload and work. This is convenient if you do not have a clear timetable and the agents themselves are interested in processing as many customer tickets as possible, faster and better;
  • Automatic distribution of chats among the agents. When agent comes to work – he changes his status to Online. When new ticket arrives, it is automatically distributed among online agents. It takes into account the current workload of agent, his status, as well as system settings. You can set, for example, that each agent can have a maximum of 5 chats. If all agents are maximally loaded, a new appeal will wait for a free slot. The supervisor can control it and manage the flow, if necessary.

Our platform is a flexible tool - it is possible to customize the flow of requests by the groups of agents. For example, if you work in different languages, or you serve different areas - you can assign agents through different communication channels. Accordingly, you can connect multiple Facebook communities, etc.

When you work online, we take into account all the features of communication channels. For example, if it’s Messenger, we will show you a link to the client profile in Facebook, etc.

What additional features are available for the agent:

  • Automatic uploading of the chat history with a specific client, thus the operator can quickly read the previous chat and help the client more fully;
  • Open the client card and see detailed information, fill in the necessary data about the client, etc;
  • Leave an internal comment in the chat, which will not be available to the client;
  • Attach and send a file;
  • Send smiles to client;
  • Use pre-prepared phrases as templates;
  • Sound and visual notifications, reminders;
  • Transfer the chat to a colleague (the operator who accepts the chat must confirm it);
  • The most simplified interface that focuses on speed.


And now, how the agent work looks like:

  • The operator takes or receives a chat (client's message via messenger, from social network or web chat);
  • Communicates with the client using the tools that described above;
  • Next, the operator presses the “Finish the chat and open the ticket” button (or just complete the ticket);
  • In case if agent just completes the chat, the appeal is closed, but it is available as a closed ticket in the history. Accordingly, this appeal appears in the whole analytics, all data is always available for reading;
  • If the agent completes the chat and opens a ticket, he has the opportunity to continue working with the client within the ticket:
    • Classify it, for later detailed analytics;
    • Transfer it to colleagues;
    • Leave it for further processing;
    • Create a subticket;
    • and other extensive features that gives EddyDesk.

Let's talk a little about statuses, we have 3 statuses of the agents:

  • Online - means that the agent is on the workplace and ready to accept new chats;
  • Pending - the agent is on the workplace, but not ready to accept new chats - the system will not distribute them to him;
  • Offline - the agent is unavailable, tickets to him are not distributed. The agent cannot switch to the Offline status while he has at least one active chat.