Company

The Company section contains basic information, such as your company name and the URL your team uses when signing in to Agent Connect.

The following fields are available in this section:

Company Name

The name displayed in surveys and the Agent Connect UI

User Login URL

The web address for signing in to your Agent Connect organization — also displayed in feedback survey emails from your company

Feedback expunge threshold in days (30)

Feedback will be removed from the database after the configured number of days (default 30). This does not remove feedback survey response data, but only removes information about respondents. For more information, see the July 2023 release notes.

Forward emails to

When customers reply directly to a feedback email instead of leaving a star rating, their replies will be sent to this email address.

Suppression period (in days)

The number of days additional surveys are suppressed for any specific customer

This prevents customers from receiving multiple survey emails when several people on your team are working on the same issue. If you do not want to survey a customer more than once in a day, enter 1 in this field.

Survey is marked finished after (in hours)

Determines how long Agent Connect will wait before marking an incomplete survey as finished

We recommend giving customers at least one hour to complete their already-started survey before marking it as finished. However, this setting should be kept to the lowest number of hours possible to minimize loss of real-time webhook functionality.

Channels

In the Channels section, you can enable the channels (phone, email, or chat) you plan to use during customer interactions. You can then customize the survey experience for each enabled channel.

To learn how to customize the survey used for each channel, see Surveys.

To learn how to evaluate the performance of your team across channels, see Reports and dashboards.

Branding

In the Branding section, you can update the logo that will be displayed in the UI and your feedback surveys.

The following settings are available in the Branding section:

Company Logo

The logo uploaded here will appear at the top of feedback surveys.

Note:

For the best layout, logos should be uploaded with specific formatting:

• Horizontal orientation
• Transparent or white background
• At least 400px wide and 100px tall

Agent Connect will automatically resize the logo so that it fits on all screen sizes. Most image file types are accepted.

Brand Color

The hexadecimal color code entered here will be used in the feedback survey experience.