How can I restrict my agent's filters?

To set restrictions on agents filters so your team cannot create additional filters other than the appointed ones created by the admin: 1. Please go to Admin panel - System setup - Account settings. src="https://cdn.livehelpnow.net/clients/1/kb/filteraccountwide_25988ad0-ca9b-4768-b33d-21a2231e406c.png" id="c0c4075a-ebe9-4e4f-9937-948ed0780bfe" alt="filteraccountwide" width="1075" height="376" [...]

How do I share filters with my agents?

To make filters available to your entire team in the agent workspace (and save each agent from creating them manually), follow these steps: 1. Create the filter you wish to share by clicking on the filter icon at the top left hand side in the agent workspace. src="https://cdn.livehelpnow.net/clients/1/kb/clickfilter_382767a3-0b7b-40cc-b5be-8ca8d12ea881.png" [...]

How to use shared agent drafts?

Any unsent messages (drafts) will be visible to other agents who open a ticket you were previously working on). For instance, if one agent is taking over another agent's responsibilities during a shift change, the new agent can simply click on the existing ticket. This allows them to view the draft that was being worked on, enabling them to seamlessly continue addressing the ticket without the [...]