Create New Rule
Last updated
Last updated
This section describes how to run the Skype 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
The name of the channel rule to create.
Max. Assignment
The amount tickets are assigned to the channel rule.
When Skype channel rule has been added successfully, you will see that 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 Skype channel.
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.
Remember to select the 'Rule Out Of Sync' button to activate your latest recent Skype channel rule updates.
Component Explanation:
Priority
To decide who will get chats first in a channel.
Max Assignment
The amount tickets are assigned or handled by the users.
