Admin
Recommendations and FAQs
In this section, you can find recommendations and frequently asked questions about the Treble agent platform.
Important Recommendations
Make sure your agents set themselves as active when available and inactive when they're not.
Make sure your agents set themselves as active when available and inactive when they're not.
This is fundamental for two main reasons:
- It ensures that a new chat is assigned to an agent who is really available to handle it
- It allows metrics like “first response times” and others related to your agents’ performance to be more accurate and reflect the operational reality
Make sure chats are finalized
Make sure chats are finalized
It’s important to finalize chats for the following reasons:
- If a user (customer) has an active session with an agent, they won’t receive a new message as they’ll be “stuck” in a previous chat
- Only finalized chats will allow you to access the complete conversation history, which is essential for later analysis and follow-up
Frequently Asked Questions
Can I enable and disable the satisfaction survey for agents?
Can I enable and disable the satisfaction survey for agents?
You can do this from app.treble.ai by going to Settings > Conversations > Satisfaction survey. There you’ll find the option “Don’t send any message” or you can configure your preferred message.
What's the difference between 'first response from creation' and 'first response from assignment'?
What's the difference between 'first response from creation' and 'first response from assignment'?
Example: A user writes at midnight, at which time there are no active agents. The next day at 9am an agent connects and at that moment the chat is assigned.
- The “first response from creation” time is 9:01 am (from when the user wrote until the agent responded).
- The “first response from assignment” time is 1 minute (from when the chat was assigned to the agent until they responded).
Can I delete an agent?
Can I delete an agent?
Yes, as long as they don’t have open chats.
What happens if one of my agents leaves the company and I want to give this same email to a new agent?
What happens if one of my agents leaves the company and I want to give this same email to a new agent?
When an agent leaves the company, you can reuse their email for a new agent. However, it’s important to first make sure that the previous agent doesn’t have open chats and has been properly deactivated from the system.
Can a chat be 'taken away' from an active agent to pass it to another?
Can a chat be 'taken away' from an active agent to pass it to another?
Yes, only profiles with administrator permissions can do this.
Can a chat be taken away from an inactive agent?
Can a chat be taken away from an inactive agent?
No, you must request access through the service portal at: https://support-treble.atlassian.net/servicedesk/customer/portal/1/group/1
What considerations should be taken when forcing a chat transfer?
What considerations should be taken when forcing a chat transfer?
When forcing a chat transfer, you should consider:
- Make sure the recipient agent is active and available to receive the chat
- Communicate to the user that they will be assisted by another agent to avoid confusion
- Share relevant context with the new agent to ensure a smooth transition
- Consider the impact on the metrics of both agents