Add Team Members

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.

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 allows you to determine which user is the top priority in ticket distribution. When you set priority, all incoming chats in that widget will go 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), any new chats will be distributed to the available agents and online in the lower priority. Note: Much higher priority number indicates the agent has the highest priority for distribution tickets.

Max Assignment

Max assignment allows you to determine how many tickets can be received or handled on each user

After adding new member, click the 'Rule Out of Sync' button to apply the changes. You can see this page for further explanation.

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