1. How are the users intimated when a conversation begins and ends with an agent?

When an agent completes a chat, Agent left the message gets displayed to the user.

2. What happens when the agent is not accepting the chat and the user responds "Hi" again?

The bot will respond as per the user journey designed, and whenever Agent accepts the chat and send a reply, the reply will be sent to the user.

If the user ends the chat and says Hi again, the bot will break as the user was in between some other step.

3. Can the user restart the chat after it has been closed?

Yes, the chat goes to the agent for acceptance.

4. What happens to the chat when the agent goes to an invisible state without accepting the chat?

A proper message gets displayed to the user We apologize for keeping you waiting. Our operators are busy at the moment.

5. What happens to the chat when the agent goes to an invisible state and comes back online without accepting the chat?

The chat gets connected to an agent.

6. What happens to the chat when the agent goes to an away state without accepting the chat?

The chat goes to queue.

7. What happens to the chat when the agent goes to an away state and comes back online without accepting the chat?

The chat resumes.

8. What happens when all agents from the group are offline?

After selecting Group, if all agents are offline, the user cannot start chat. From the pre-chat form, the user can just send a message.

9. Does the chat get transferred to an agent when the chat is transferred to a group where the agent is online, and the Haptik bot is active/not active?

The chat gets transferred to the agent.

10. Does the chat get transferred to an agent when the chat is transferred to a group where only the Haptik bot is active?

The bot will respond back to the user.

11. Does the chat get transferred to an agent when the chat is transferred to a group where no bot is present but the agent is online?

The chat gets transferred to an agent.

12. Does the chat get transferred to an agent when the bot and agent are in the same group, both are online and the user explicitly sends Connect to agent message?

The chat gets transferred to an agent.

13. Currently for every bot break, the chat goes to the queue state if Enable Human Assistance is not checked, this is because there are no teams created in the Smart Agent Chat tool.

Currently, on every bot break, chat is going to queue state. Ideally, for Zendesk Integration the Enable Human assistance should not be enabled.

14. What happens when a new chat is assigned to an agent and multiple agents are online?

The chat alert is displayed to any one of the agents, she/he needs to accept it.

15. What happens when a new chat is assigned to an agent and two agents are in the same group, but one is online and one is away?

Online agent receives chat.

16. What happens when a new chat is assigned to an agent and two agents are in the same group, but one agent is online and the other is invisible?

Online agent receives chat.

17. What happens when a new chat is assigned to an agent and the agents in the same group are away?

The chat goes to queue.

18. What happens when a new chat is assigned to an agent and all agents in the same group are invisible?

That department will be displayed as offline and chat will not be transferred.

19. Can agents check the history of the user's conversation with the bot and other agents?

Yes

20. Can agents reassign chat to another agent?

Yes, chats can be reassigned between agent, users can see which agent entered or left chat and all the context is retained in ticket.

21. Can agents close chat to end conversation?

Yes

22. Can agents send chat to waiting state if user not replying for a while?

Yes

23. Can the agent take notes during conversation?

Yes

24. Can agents report a user/chat as inappropriate and user blocking mechanism for such users after certain attempts?

Yes, read here to know more.

25. Can agents access predefined responses for faster resolution?

Yes

26. What is the minimum license required to use Zendesk integration with Haptik IVA?

You would require a Zendesk enterprise license, click here.

27. Can agents view user details like Name, Phone Number, Email, etc, to understand the background of the user and help users better?

Yes

28. Can an end-user and agent send images to each other?

Yes, an end-user and an agent can send images to each other.