• Integration
• Centralised dashboard
• Follow conversations
• Automated responses
• Internal comments
• Sort messages
• Agent roles
• Manage luminjo agents
• Multiple luminjo Accounts

Configure the settings of agents

The agent rights on luminjo are:

• Access to information provided by your customers
• Assign a conversation to another agent
• Change company settings
• Add new folders
• Move a conversation to a folder
• Add an agent
• Delete an agent
• Edit luminjo account settings

Each agent has its own rights defined by the agent role. Verify actions of your agents and avoid silly errors on their part. For example, an agent who has more rights, such as removing an agent, may be led to inadvertently remove an agent. Be sure to choose the correct agent role.

Find out more about the agent roles

what does it mean to assign a conversation?

Assigning a conversation means that an agent is responsible for that conversation. If Sam& (the manager) assigns a conversation to Brit (the developer), then Brit knows that they are expected to have the skills to best respond to the conversation.

Sam, the manager, also has the right to put a conversation in a folder adapted to the skills of one of his agents. For example, Sam sorts the conversation to the folder named "Code" and assigns the same conversation to Brit, who is a developer.

The different luminjo agent roles and actions

For customer service on luminjo, agents have rights based on their role (administrator, agent, super agent). The administrator can control who has access to certain conversations and distribute them intelligently to his agents.

Here are the actions :

• Sort a conversation to a folder
• Assign a conversation to an agent
• Close a conversation
• See all new conversations
• Create a folder
• Edit and delete a folder
• Add a new agent
• Edit agent roles
• Add an automated response
• Add and delete a Tag

Take time to assign the rights to agents according to their responsibilities within your company.

Rights concerning a folder

On luminjo, an agent according to his role and his rights has the possibility to :

• See all incoming conversations in a folder
• Assign a conversation to a folder or to a particular agent

Take the time to set up agent rights on folders for optimized customer service.