Add Team Members
Last updated
Last updated
When you imagine the conversation between the user and the customer on a platform, surely what you are thinking about is how can users receive tickets from customers?
As explained earlier that the rule management function is to manage the distribution of tickets to each user. So, the main thing you need to do after creating a rule channel is to assign users into the rule channel, so that when a customer sends a chat, the ticket will be distributed to the user assigned in the rule channel.
By default, you can assign supervisors and agents to the rule channel, so that when no agent is available, the ticket will be queued to be handled by the agent in the unassigned tab of supervisors.
To assign users to the rules channel, you can click the '+add team member' button. In the pop-up to add your team member, search member that will be added on your channel rule and click the ( ) button. To close the pop-up or cancel to add team, click the ( ) button.
If the selected team is successfully added or assigned to the rule channel, the team will appear in the list of available teams as shown below
Component Explanation:
Name | Description |
Priority | Priority allows you to determine which user is the top priority in ticket distribution. When you set priority, all incoming chats in that widget will be directed directly to the agent with the highest priority. After all agents in the highest priority have been maximized (reaching the maximum number of assignment tickets), every new chat that comes in will go to the available agents and online in the lower priority |
Max Assignment | Max assignment allows you to determine how many tickets can be received or handled on each user |
