Omnichannel Messaging Agent Guide

This guide provides guidance on how to manage incoming customer inquiries on a unified agent portal available on web, desktop, and mobile devices.

Audience

This guide is intended for customer service representatives (agents) who handles chat interaction with customers through multiple digital messaging channels.

Agent portal

To enhance communication mobility and improve agent productivity, Yeastar provides a unified agent portal integrated into the Linkus UC Clients that is available on mobile, desktop, and web-based platforms. Agents can efficiently handle message-based interactions come from multiple digital channels through the supported clients.


Supported Client	Description
Linkus Web Client	The Linkus Web Client allows agents to manage customers' chat interactions directly from a web browser. For instructions on handling message-based interactions with customers on Linkus Web Client, see Agent operations on Web Client. For more information about utilizing Linkus Web Client, see Linkus Web Client User Guide.
Linkus Desktop Client	The Linkus Desktop Client allows agents to manage customers' chat interactions with a desktop application installed on the agent's computer, providing a robust and stable environment for agents to perform their tasks. For instructions on handling message-based interactions with customers on Linkus Desktop Client, see Agent operations on Desktop Client. For more information about utilizing Linkus Desktop Client, see Linkus Desktop Client User Guide.
Linkus Mobile Client	The Linkus Mobile Client is suitable for agents who need the flexibility to handle customers' chat interactions on the go. For instructions on handling message-based interactions with customers on Linkus Mobile Client, see Agent operations on Mobile Client. For more information about utilizing Linkus Mobile Client, see Linkus Mobile Client User Guide.