Buckets

The buckets are organised by Agent.

The first section are the chats belonging to you.

The next section are the chats that have not yet been assigned.

Then, there is one section for each other Agent. (Depending on the user settings, you might not be able to see those other sections)

In each Section there are buckets for:

Urgent

• There is a pending transfer request, or you have already taken over this chat and are conversing with the shopper.
• The shopper is connected.

The Agent should focus on these chats as the customer is still connected and will be able to have a chat conversation with the Agent.

Important

• There is a pending transfer request, or you have already taken over this chat and are conversing with the shopper AND the shopper sent the last message
• The shopper is not connected.

The Agent should take care of these chats, but with less urgency, as the customer is not connected and will be not able to have a chat conversation with the Agent.

When the Agent has answered such chat (with one or more messages), jabberBrain will after 5 minutes automatically send an email to the Shopper with a View Response button.