Create New Rule
The rule is essential when distributing tickets to agents. Agents only receive tickets after being included in that channel's rule.
This section describes how to run the live chat channel and how the customer message can be received as an incoming ticket to the Inbox tab agent by doing the following steps:
To create a new rule channel, go to the Customer Service menu and click the Rule Management menu, then you will see the rule management page, on the top right section click the '+ New Rule' button, as shown below.
You will see a pop-up to add a new rule channel. Select the channel by clicking the 'Add Channel' icon (
), and then you will be asked to enter the rule name and max assignment ticket on the channel. Then, click 'Save'.
Component Explanation:
Rule Name
Your new rule name to create.
Max. Assignment
The maximum number of tickets can be assigned to the channel rule.
When live chat channel rule has been added successfully, you will see the rule in the list of rule management as shown in the image below.
Add team members to the rule by clicking the 'Add' icon (
) after the rule channel is successfully created to receive an incoming message from the live chat account.
When team members are successfully added, it will appear on available teams. You can configure priority and max assignment tickets that an agent can handle.
Component Explanation:
Priority
To decide who will get ticket first in a channel.
If you input much higher priority number, then your agent will have the highest priority on distribution tickets.
Max Assignment
The maximum number of tickets that can be assigned per agent. This will apply to all agents within the rule.
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