How to add a Digital DX agent

Add an agent to your account. Set their name, email and password; define services they can use and choose languages they can support.

  1. In the Web Admin Center, click Organization > Agents.
  2. On the Agent Management page, click Create New.
  3. Name the agent:
    Option Description
    Agent name The agent's proper name. Customers do not see this name.
    Chat name The agent's name as seen by customers.
    User name This name appears in reports.
    Initials Up to three characters. For Bold360 Plus accounts using Twitter, this uniquely identifies tweets.
  4. Set email information and related options:
    Option Description
    Email address The agent's email address, which is used for the following:
    • Sign in to Digital DX
    • Reset a forgotten password
    • Receive transcripts and other messages from Digital DX
    Email addresses must be unique in Digital DX.
    Resend user invitation Only available when you edit an existing agent. Select this option to resend an invitation email to the user. This is particularly useful when the user either cannot find the original invitation email or wants to reset their password.
    Receive own transcripts Email the agent a transcript after each of their own chats.
    Receive emails with tips and tricks Email the agent regular tips and tricks.
  5. Set the user's Agent Name.

    This is an internal name of the user, which is used, for example, in reports. Customers do not see this name.

  6. Set the channels that the agent can handle.
    • Chat
    • Email
    • Messaging
  7. Select and prioritize Languages that the agent speaks.

    If you select multiple languages for an agent then the following determines which language is used in a chat session:

    • The language that matches the customer's language
    • The language for which auto translation to the customer's language is available
    • If an agent transfers a chat to a department or the whole organization then the agent with the highest customer language skill is selected
  8. Save your changes.