{% extends 'agent/base_agent.html' %} {% block title %}Agent Desk | {{ company.name }} | ChatLab{% endblock %} {% block agent_dash_active %}active{% endblock %} {% block messages_display %}{% endblock %} {% block workspace %}

Welcome, {{ user.username }} โ€” {{ company.name }}

Online
Live Chats: {{ live_count }}
Store Complaints

Pending Escalations

{% if pending %}
{% for e in pending %}
{{ e.visitor_id|default:"U"|slice:":1"|upper }}
{{ e.visitor_id|default:"Unknown User" }} {% if e.visitor_id|slice:":3" == "fb_" %} Messenger {% elif e.visitor_id|slice:":3" == "wa_" %} WhatsApp {% else %} ๐ŸŒ Bot (Website Embed) {% endif %} ยท {{ e.created_at|timesince }} ago
{{ e.message|truncatechars:140 }}
{% csrf_token %}
{% endfor %}
{% else %}
No pending escalations.
{% endif %}
๐Ÿ’ฌ

Agent Desk

When a visitor types agent or human in the chat, an escalation appears in the Pending list. Click Claim to take ownership โ€” you'll be taken to the chat panel where you can reply in real time.

Note: Only the agent who claims an escalation can reply to that visitor. Escalations are first-come, first-served.
{% endblock %}