Agent Connect

Overview

Agent Connect is used by contact center agents to initiate a secure conversation with clients who are currently on non-secure channels, such as phone calls or SMS. This feature enables agents to establish a secure multimedia chat session with consumers, allowing chat, voice, video, desktop sharing, and file sharing within a secure LinkLive channel.

Initiating Agent Connect

To create an outbound Agent Connect session, follow these steps:

Step 1: Start a Messaging Session

1. In the Communication Center, type 'link' or 'connect' or 'Agent Connect' in the search bar.

2. Click on Start Messaging.

3. This will initiate a messaging session with a unique access token.

Step 2: Invite the Consumer

1. Provide the consumer with the Agent Connect URL (e.g., http://connect.linklive.com).

2. The consumer will enter their Name and Access Token on the page.

3. The consumer will then click Connect With an Agent.

4. This will begin a media-rich session that includes voice, video, and desktop sharing for secure communication.