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.