Help Center/ Customer Engagement Center/ User Guide/ Agent Guide/ Introducing Agent Workbenches/ Online Chat Workbench
Updated on 2025-11-07 GMT+08:00
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Online Chat Workbench

An agent can use the online chat workbench to handle customer businesses through multimedia channels.

An agent can open the online chat workbench in either of the following ways:

  • Choose Online Chat Workbench.
  • After the agent signs in to a multimedia skill queue, the online chat workbench is automatically opened.

When an agent opens the online chat workbench page for the first time, the system displays the setting guides, for example, the description of adjusting the card width, moving a card, deleting a card, and the button for editing the online chat workbench.

Figure 1 shows the online chat workbench GUI.

Figure 1 Online chat workbench page - Web
Figure 2 Historical sessions on the online chat workbench
Figure 3 Email sessions on the online chat workbench
Table 1 Online chat workbench

Content

Description

Create a case in one-click mode. For details, see Creating a Case by One Click.

Create a harassment record for a customer during a two-party call with the customer. For details, see Creating Harassment Records.

Set the call reason of a customer.

Transfer an ongoing session to another agent. A session can be transferred by skill queue (multimedia skill queue) or agent (multimedia agent). During session transfer, agent states and accounts can be viewed. For details, see Transferring Sessions.

Manually end the current session. After the session ends, a satisfaction evaluation box is automatically displayed for the customer to evaluate the service of the agent.

Display emojis based on the access channel of the current session for use, for example, emojis in the web or WeChat channel.

Display the multimedia area. In this area, you can select multimedia data configured by the tenant administrator and agent.

Preview the input on the customer side. When an agent clicks this button, the system displays the "The other party is typing." message if the customer is typing. (The agent input status is invisible to customers.) The visible input status on the agent side is cleared five seconds after the peer side completes the input.

View messages in the current session. After an agent clicks this button, the current session record dialog box is displayed on the right. The agent can filter file (image, document, voice, and video) messages by type for display and view details to locate the chat context of the current file.

By default, all types of messages are displayed.

View the total number of unread emails assigned to the current agent.

Emails on this page can be set to be processed later and added to favorites.

Follow Up tab page.
  • Follow Up: Select an email on the tab page of the workbench, right-click the email on the Inbox or All Mail tab page in the chat area, and choose Follow Up.
  • The online chat workbench allows agents to mark emails that are not processed in time as to be processed later. A maximum of 100 emails in to-be-processed state are supported for a customer.
  • The agent clicks to mark the emails to be processed as completed. Then the system automatically saves the processed emails to the Done folder. A maximum of 500 emails in completed state can be processed by a customer. If the number of completed emails exceeds 500, the system prompts the customer to manually delete some processed emails or automatically deletes the earliest 10 emails.
  • The agent clicks to re-mark the specified completed emails as to be processed or clicks to delete them.

View historical messages. After an agent clicks this button, the Message History dialog box is displayed on the right. The agent can filter file (image, document, voice, and video) messages by type for display and view details to locate the chat context of the current file.

By default, all types of messages are displayed.

View historical messages. After an agent clicks this button, the Message History dialog box is displayed on the right. The agent can filter file (image, document, voice, and video) messages by type for display and view details to locate the chat context of the current file.

By default, all types of messages are displayed.

This drop-down list is displayed when the chatbot is enabled and a silent agent skill queue is bound in the channel configuration. Select a silent agent state.

Multimedia silent agents support only text chats.

Select a local file to send. The types of local files that can be sent vary depending on channels.

  • To use this function, the Local Multimedia File Sending by Agents feature must be enabled for the tenant, and the agent must have the Local Multimedia File Sending by Agents permission.
  • The email channel does not support this function.
  • After the multimedia silent agent function is enabled, is hidden.

Polish the text reply in different styles using AI.

  • The Refine response feature needs to be enabled for the tenant.
  • Intelligent Recognition and Reply polishing need to be enabled for agents by a tenant administrator.

Clear the content in the input area. If there is no content in the input area, this button is dimmed.

Undo an operation.

Redo an operation.

Font effect

Set the font effect of the input content, including the font, font size, font style, and font layout.

Perform a spelling check to avoid spelling errors, improving agent experience. All channels support this function. For the email channel, this function is supported on the forwarding, reply, and email draft viewing pages. Only the text in the email body is extracted for correction. Misspelled words are displayed in red.
  • The language can be switched for the spelling check again.

    Currently, the spelling check supports the following languages: Chinese, English, Portuguese, and Traditional Chinese. For details, see the tenant parameter Spellcheck supported languages dictionary in Setting Tenant Parameters.

  • The agent can manually correct a spelling mistake or use the recommended corrective word in the floating menu to correct the spelling mistake. After the pointer is hovered over the error area, the recommended modification menu corresponding to the error word is displayed.
  • The spelling check result is provided only as a reference for the agent and is not for forcible error correction.
  • The input content containing error information can be sent by the agent.

Send/New Email

Send a message or create an email.

Only the email channel supports creating an email.

Record voice messages online. Only the WhatsApp channel supports this function.

Send an electronic document link. For details, see (WhatsApp) Sending an Electronic Document Link.

View card pages such as Session Information.

Display the multimedia area. In this area, you can select multimedia data configured by the tenant administrator and agent.

Favorites.
  • Add Favorites: Select an email on the tab page of the online chat workbench, right-click the email on the Inbox, Outbox, or All Mail tab page, and choose Add Favorites. The total number of messages that can be added to favorites by an agent is specified by the tenant parameter Maximum number of messages that an agent can add to favorites. The value ranges from 100 to 1000. The default value is 500.
  • Click on the right of the workbench. The favorites page is displayed. The folder category is displayed on the left, and the favorite message list is displayed on the right. Select a folder. The favorite messages in the folder are displayed in the message list on the right in descending order of the message update time.
    • Folders: file categories.
      • Click to create a folder category. A maximum of 10 folders can be created by an agent. The folder name cannot be the same as the name of a folder that has been created by the current agent, and can contain a maximum of 128 characters, excluding the following special characters: ~#$%&*/=+<>
      • Click to edit the folder name.
      • If you click to delete a folder, the favorite messages in the folder are also deleted. Exercise caution when performing this operation.
    • Favorite message management: favorite email message list. You can search for favorite messages, view favorite message details, move favorite messages to other folders, and delete favorite messages.
  • The scheduled task is executed once a day to delete expired data. The expiration time of favorite messages and emails is the same as that of tenant data. The favorite folders can only be manually deleted.

Edit the online chat workbench. For details, see Editing the Online Chat Workbench.
Current is displayed on the left. The chat area, third-party page provided by the customer, and input area of the current conversation are displayed in the middle. The incoming call message, call reason, historical contact information, and multimedia are displayed on the right.
  • The session pinning function is supported under Current. Sessions are sorted based on the pinning attribute first. Sessions that are pinned on top and sessions that are not pinned on top are sorted based on the sorting logic specified by the tenant parameter Display mode of the current session list of agents.
  • Images in WebP format can be displayed under both Current and History.
  • If the current session channel type is WhatsApp and the agent has the Local Multimedia File Sending by Agents permission, the agent can upload files in WebP format from the local host under Current. Files in WebP format that can be uploaded through different channels must meet the following requirements:
    • Twilio: Static images of transparent background with a maximum size of 100 KB and a maximum resolution of 512 pixels × 512 pixels are supported.
    • Infobip: The URL must start with https:// or http://. The maximum resolution is 512 pixels × 512 pixels. Static images with a maximum size of 100 KB and dynamic images with a maximum size of 500 KB are supported.
    • CloudAPI: Static images with a maximum size of 100 KB and dynamic images with a maximum size of 500 KB are supported.
  • The browser compatibility of WebP images is as follows:
    • WebP lossy images: Google Chrome (desktop version) 17 and later, Microsoft Edge 18 and later.
    • WebP lossy images, WebP lossless images, and WebP images with alpha: Google Chrome (desktop version) 23 and later, Microsoft Edge 18 and later.
    • Animated WebP images: Google Chrome (desktop and Android versions) 32 and later, Microsoft Edge 18 and later.

During a web chat on the online chat workbench, if the customer sends an attachment, the agent can click Download to download the attachment.

During an email chat on the online chat workbench, select an email, click Download, and then click YES in the confirmation dialog box to download the email attachment.

The downloaded data contains personal data. Exercise caution when handling the downloaded data to prevent personal data leakage and abuse.

You can drag to adjust the width of the content on the left and in the middle of the workbench.