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.
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A web-store may have 1 or more agents.
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An agent may be connected to one or more web-stores.
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Availability of an agent is defined by its status
Per agent, the maximum number of instant conversations can be configured.