- 30 Nov 2022
- 3 Minutes to read
- Updated on 30 Nov 2022
- 3 Minutes to read
As an agent, you interact and collaborate with your customers inside a Lightico session. This article explains how to manage Lightico sessions in the Agent Console.
Start a session
To start interacting with your customers, you invite them to a Lightico session. The invitation can be sent to an email address or a phone number (SMS). You can prepare the session beforehand or you can start interacting immediately.
To start a session:
Log in to your Lightico account.
The Agent Console opens.
There are 2 ways to start a session. Depending on when you want to invite the customer to interact, click one of the following:
- Start Session - Invites the customer to interact immediately
- Pre-plan Session - Allows you to first set up your session with the content you require and only then to invite your customer to interact.
Enter the customer details. You can either enter an email address or a phone number (SMS).
After you have completed the customer details, click Start. The Lightico session page opens.
Use a different team settings
As an agent, you are part of a team with unique settings defined in the system, including access to specific assets and workflows. If you belong to Team 1, for example, you can enter a session on behalf of a different team (for example, Team 2) and use that team's setting for this particular session.
To enter the session with another team's settings, select the other team from the Enter session settings list.
For more information, see Use session settings from a different team.
View session history
Under My History, in the left panel of the Agent Console, you can view the history of all your session. You can resume an existing session, see if there are updates to sessions, and filter for completed / incomplete sessions.
Resume a session
Click on the relevant session in the My History pane. Use the Search for contact box to find a specific contact or browse through the sessions.
You can also search sessions by team, using the team filters. Click My team to see sessions associated with your specific team and All to see sessions associated with all teams.
See updated sessions
If a session has been updated, for example, when the customer signs a document, the session appears under Updated sessions.
Filter for complete or incomplete sessions
To filter your sessions, click the down arrow and select the relevant filter.
Customer status indicator
The customer status indicator at the top left corner of the screen provides information about the customer, such as their online status and whether or not they have completed their tasks.
The following table explains each status indicator:
|The customer is online and has not completed the assigned tasks|
|The customer is offline and has not completed the assigned tasks|
|The customer is online and has completed the assigned tasks|
|The customer is offline and has completed the assigned tasks|
|The customer has never joined the session|
Change customer details (Re-engage)
If you mistakenly entered incorrect details for your customer, you can change the customer details without losing any assets or documents that were included in the session.
To change customer details, Click Re-engage and re-enter the correct customer details.
End a session
To end a session, click End Session.
The Lightico administrator configures the end session behavior. For example, the administrator can configure what type of access, if any, the customer has to a session after you have ended it.
Renew a session
After you end a session you can renew it by clicking Renew Session.
The session is restored to its original state and you can continue interacting with your customer.