Can Light Agents Take Calls or Serve Chats? - Frequently asked questions
Discover if light agents can handle calls or serve chats in Zendesk. Explore frequently asked questions about their capabilities and limitations.
Frequently asked questions
Can light agents take calls in Zendesk?
Light agents cannot take calls in Zendesk. They are not enabled as Talk agents, which means they do not have the capability to handle calls. If you need an agent to take calls, they must be set up as a full agent with the appropriate permissions….
Can light agents serve chats in Zendesk?
Light agents can serve chats, but there are limitations. In the standard agent interface, they can serve chats if they are also set up as Chat agents, which requires a full agent seat in Support. However, in the Zendesk Agent Workspace, light…
What are the limitations for light agents serving chats in Zendesk?
Light agents face specific limitations when serving chats in Zendesk. While they can serve chats in the standard agent interface if they are also Chat agents, this requires a full agent seat. In the Zendesk Agent Workspace, light agents cannot…
Do light agents need a full agent seat to serve chats?
Yes, light agents need a full agent seat to serve chats in Zendesk. In the standard agent interface, they can serve chats if they are also Chat agents, which takes up a full agent seat in Support. In the Zendesk Agent Workspace, they cannot serve…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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