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What Is an Agent?

Within the Mobile Service Cloud context, a customer service Agent, or “Agent” in short is a customer support representative that use the Agent Inbox (context centre) tooling to help end-consumers with their inquiries.

  • A web-store may have 1 or more agents.

  • An agent may be connected to one or more web-stores.

  • Availability of an agent is defined by its status

Per agent, the maximum number of instant conversations can be configured.

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