The Zingtree Agent Portal is a simple, standalone way for agents to access interactive Zingtree workflows from the browser. 

Overview

The Zingtree Agent Portal is a simple way to give agents access to interactive workflows without having to integrate with a CRM or Help Desk system. 

Here's how your workflows list appears in the Agent Portal:

When your agents click on a workflow name, their interactive workflow appears like this:

Features of the Agent Portal

The functions and titles of the Back, Start again,  and Done with Customer buttons are customizable via the Agent Portal Options.

Besides Back, Start again, and Done with Customer buttons, there are a few other features your agents will appreciate.

History

Agents can see all the steps they took with the customer by clicking the + icon next to History.

The ‘A’ button at the upper right makes just the answers appear.

Agent Feedback

If an agent sees a problem with a node in your workflow, they can send feedback directly to the workflow’s authors using this button at the lower right of the screen:

Agents can then provide their feedback for the Authors:

Shrink Headers

For a more compressed view, have agents use the arrow button at the top right.

Searching workflows

Agents can search the list of available workflows using the search bar at the top of the screen. The search is an AND-based search similar to Google and will return results based on partial matches to a workflow title or tag.  

Accessing the Agent Portal

Everyone who wants access to the Zingtree Agent Portal for your organization needs to log in from zingtree.com. You can set up logins for all your agents, and use your own Zingtree account to gain access as well.

The first step is to add yourself as an agent:

1. Log into your Zingtree authoring account.
2. Go to Team > Agents

3. Click the Agent Tools menu, and choose Add Me as an Agent.
    

   

4. From the Agent Tools menu, Click Open Agent Portal.
   
    

That’s it. You’re in!

Adding Agents to the Agent Portal

Once you’re happy with how the portal is working, you can give others access.

1. Go to Team > Agents > Agent Tools > Add Agent:

   

   Choose to set up One Agent or Multiple Agents from the toggle switch at the top of the window.

2. The agent will log in with:
   • Login & password: choose this option if you want to choose a password for the agent. You will need to provide the agent with their login credentials. The agent can change this password after logging in.
   • 3rd party credentials (SSO or Google Sign-in): choose this option if you have configured SSO or Google Sign-in for your account.
3. Agent name: The agent's first and last name
4. Login/Email: The agent's email address
5. Password: Create a secure password. You will need to provide this password to the agent who may change it after logging in.
6. workflow Tags (optional): When tagging agents, those agents using the Zingtree Agent Portal will only see workflows that carry tags matching these tags. For example, if you have a workflow that you've tagged "Sales", only agents that are also tagged with "Sales" will see that tree. You can assign multiple tags per agent.

Other ways to set up Agents:

• Through the API - more info here.
• Through an integration like Zendesk, Salesforce, and Freshdesk.
• Merge Variables (send data through the URL)

Inserting Agent Info into Workflows

You can personalize your workflows for each agent or organization. When creating your workflow, use these placeholders:

#agent_name# – inserts the name of the Agent into the workflow.
#agent_first_name# – inserts just the agent’s first name.
#agent# – inserts the Agent’s login into the workflow.
#organization# – inserts the name of your organization into the workflow.
#started_by# – Shows the name of the agent who started the session.

Hiding Workflows from Agent View

While you’re developing workflows, you may want to keep them out of the Agent Portal until they are ready and approved. workflows in DRAFT status that have never been published are automatically hidden from Agent Portal. You can hide workflows as follows:

1. Go to the workflow you want to hide from the My workflows page.
2. Go to the Settings tool, then the Security tab:
3. Select Hide from Agent Portal View.
   

• Agent Portal Options: Customizing the Agent Portal