Agent Alias

Q: What are Unified conversations?

Unified conversation is one where all the history of your customer service experience, with a company, is visible to the agent you are conversing with. For example, if you are having trouble with a product that you purchased from a certain company, and have called a few times to get your issue resolved, a unified conversation will provide details of all the previous conversations you have had with other agents. It is good in a way that the agent has full visibility of your previous experiences and can respond to your query accordingly; also he won’t have to dig in deep to get the details as they are also open to him.

What is an Agent alias?

Agent Alias is a special type of feature in a help desk software. This feature allows agents to be able to communicate with all customers under an unreal name. Their real names are kept in a secret by setting up the Agent Alias.

By editing agents profile it is possible to setup the alias. During answering calls, chats or emails customer see just a fake name. But other agents see agent’s real name.

LiveAgent doesn’t have this feature yet

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