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Notify Agents when they are offline/busy/away

Whenever an agent is offline or busy or away and a user tries to contact the agent via the bot, an agent can be notified about the same through an email (or even via SMS, WhatsApp, or voice) by using an outbound notification node.

Follow the given steps to notify agents when they are offline/busy/away:

  1. Create a global variable with the agent's email as a value.

  1. Set email template in Engage > Templates.

  1. Use outbound notification and set-up using the agent's email variable and email template.

  1. Set events “ticket-opened”, “ticket-missed” and “ticket-queued” to active inside Event in Automation. Post this, the start trigger node needs to be configured with these events in the respective flow.