QuadC Chat: Support Agent Guide & Managing Live Cases

Step 1: Monitor Incoming Chats in the Cases Inbox

1. Click Cases in the top navigation bar to open your support workbench.
2. Keep an eye on the Waiting tab. When a user requests human assistance, an audio chime and desktop alert will notify you, and a orange counter badge will appear.

Step 2: Review User Context Before Claiming

1. Click on any case under the Waiting tab.
2. Review the right-hand panel before taking action:
   • Handoff Summary: Read the AI summary of why the user requested help.
   • Pre-Chat Data: View their submitted name, email, and department choices.
   • Pages Visited: Click the Pages tab to see the exact sequence of web pages the user visited prior to asking for help.
   • Transcript: Read the complete conversation between the visitor and the AI assistant.
3. Click the blue Claim button to assign the conversation to yourself.

Step 3: Communicate and Use AI Copilot Tools

1. Type your message into the text box at the bottom of the screen and press Send.
2. To use AI assistance when writing responses:
   • Type a quick outline or draft in the reply box.
   • Click Generate reply, Rephrase, Expand, Shorten, or Fix grammar & spelling above the text area to let the AI polish your response instantly.

Step 4: Transfer, Return to AI, or Close the Case

Once you are interacting with a user, click the action buttons in the top header as needed:

• Transfer: Reassign the conversation to another active support agent or department.
• Release: Unclaim the case and place it back into the general Waiting queue.
• Return to AI: End live agent takeover and hand the conversation back to automated AI mode.
• Close: End the support interaction completely. This triggers the post-chat rating survey on the user's screen.