Skip to content

Set up the Inbox for Live Agent

Now that you have Set up Live Agent for your Organisation, you can set up your default Inbox for Live Agent.

Agent Settings

Open an existing Agent. Go to the bottom left corner of your screen, and click on Manage. Next click Settings selection.

Agent Settings

Scroll down and find Live Agent Settings.

Live Agent Settings in Agent Settings page

Click on the Create Project Inbox button to create a new Inbox for the selected Agent.

Once the Inbox is created, you will find the Default Inbox ID above the now disabled button.

Inbox already created for the Agent

Next Steps - Setup Handover

Next, you will setup your Handover to Live Agent:

Having Trouble?

Create Project Inbox disabled

The button could also be disable for the following reasons:

  • You do not have the Cognigy Live Agent feature enabled
  • The Organisation do not have a Live Agent account set up
  • You do not have permissions to create an Inbox for the Agent

Example 1: The Cognigy Live Agent feature is not enabled or Live Agent Account not set on an Organisational level

Example 2: You don't have permissions to Create an Inbox for Live Agent

Live Agent Settings not visible

The Live Agent Settings section in Organisation Details and Agent Settings page will be not be displayed at all, if you have both Theming enabled and the Cognigy Live Agent feature disabled.