Log into AIM

Set your Agent Availability

1. AF - If you are going to focus on AIM Support.
2. ANF - If you want to be available to take over chats.
3. NA - If you do not want to take over chats (but still want to be signed in to AIM).

Set your Sound Alerts

1. “Tab selected” ON —> Get Sound Alerts if the AIM browser tab is in focus.
2. “Tab not selected” ON —> Get Sound Alerts if the AIM tab is not in focus.
3. “New Chat” ON —> Get Sound Alerts also for new Chat.

Focus on the chats that are in “Assigned to Me” section

1. Urgently deal with all chats in the bucket “Urgent”
   • The Customer is online and waiting for your response!
2. Deal with all chats in the bucket “Important”
   • The Customer is offline but waiting for your to reply (so that he/she is then alerted with an email)

• Keep an eye on the chats in the bucket “Replied”
  • These are chats where the shopper is offline and you have sent the last message. (So possibly waiting for the shopper to get online again and send you a message. When that happens, the chat will show up in your “Urgent - U” bucket

Also focus on the chats that are in the “Not Yet Assigned” section These are chats that are not assigned to an Agent, but that need attention!

1. Urgently deal with all chats in the bucket “Urgent”
   • The Customer is online and waiting for someone response!
2. Deal with all chats in the bucket “Important”
   • The Customer is offline but waiting for someone to reply (so that he/she is then alerted with an email)

When you send a message in any of the chats in the “Not Yet Assigned” section, that session will automatically be assigned to you. When you refresh the bucket by clicking on the refresh icon in the bucket tab, the session will disappear from the “Not Yet Assigned” section.

It will however directly appear in the corresponding “Assigned to Me” bucket” (no need to refresh)

If you have time - Keep an eye on the chats in the Auto buckets

• These are chats that are managed by jabberBrain. In some cases the question is not understood by the system and you need to step in.
• It is possible to assign an automatic chat to a specific Agent so that that Agent keeps and eye on the chat - even if it is managed by jabberBrain.