Bulk actions for agents

Messaging

Updated: Jul 20, 2023

Bulk actions for agents are meant for the resolution of issues that are impacting masses of conversations and users. It allows performing a bulk action on behalf of an agent who triggers a bulk action for the group of open conversations. Bulk actions available:

Send message - send message to the group of conversations/users
Send private agent message - send message that will be shown to agents only
Transfer - transfer conversations to selected skill or to the previous skill with optional message
Close - close conversations with optional message
Return to queue (if Status filter is set to Ongoing) - send ongoing conversations back to queue

One bulk action can be triggered for a certain skill at a time
Several simultaneous bulk actions can be triggered for different skills
The limit for one bulk action is 10k conversations
By default, to access BAT, users must have an active LiveEngage account with the Admin or Agent-Manager role
Bulk action is performed on behalf of agent who triggers a broadcast with MANAGER role permissions. If due to technical issues, agent user is not available, the bulk action will be performed by the fallback bot set up in the client LP account

For more information such as features supported, a demo recording, and further instructions see Bulk action tool.