1. An agent or manager has lost or forgotten their password. Password forgotten/lost change for agent/manager and interested in reset it. 1a. Click on the Settings icon (located on the lower-left hand side) . 1b.  Click on the Users...

The day-to-day interactions between agents and their customers may lead to repeated requests for the same information. Since the main objective of KB items is to streamline those interactions and save time, agents can contribute to the organization’...

How to Mask / Redact sensitive information? During a conversation, customers may inadvertently share personal sensitive information, such as social security numbers, credit card numbers, passwords, or attachments. Agents and admins can now mask/...

1. Can we limit agents to only use SSO authentication? A: Yes. Single Sign-On authentication (SSO) is an identification method that enables users to log in to multiple applications and websites with one set of credentials. SSO streamlines th...

1. An agent/customer is trying to send a file as an attachment and is unsuccessful.  How do we resolve this issue? 1. Using admin credentials, connect to the Agent Workspace. 2. Click the Settings icon (Gear icon) and navigate to the ...

1. We want to set up filters within the sub-channels as well. How can we do this? We've added the ability to filter conversations also for sub-channels, in order to do so you need to go to the Dashboard. The channel & sub-channel table will a...

1. How to set the user settings within the Agent Workspace? When selecting the User Abilities, we can choose if the user will hold permissions for specific channels, etc. 1a. Log in to the Agent Workspace with an account holding ADMIN permissi...

1. How to change the SLA settings? 1. Log in to the Agent Workspace with an account holding ADMIN permissions. 2. Click on the Settings  icon in the lower right corner. 3. Scroll with the mouse to the subject Settings & Characteristi...

1. How to enable Split Conversations?  1. Click on the Settings icon on the lower-left hand corner.  2. Scroll down to the section labelled Settings & Characteristics , and click on the relevant module (ex: FB Messenger).&nb...

1. Notifications are not being received about new messages within the system. Why? While using the system, notifications of new messages from customers are not being received. In order to solve this, first verify within the CB Agent Workspace th...

1. How to edit and select the Knowledge Base settings? The Knowledge Base is designed to be used as a "bank" of pre-prepared questions and answers. The Base will provide agents with the ability to supply quick, unified responses for quality servi...