Create New Rule
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This section describes how to run the smartcall 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 smartcall 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.
Component Explanation:
Rule Name
The name of the channel rule to create.
Max. Assignment
The amount tickets are assigned to the channel rule.
When smartcall channel rule has been added successfully, you will see that rule in the list of rule management, as shown image below.
When team members successfully added and appear on available teams, you can configure priority and max. assignment ticket that can be entered or handled by an agent.
Component Explanation:
Priority
To decide who will get ticket first in a channel.
Max. Assignment
The amount tickets are assigned or handled by the users.
After the rule channel is successfully created, to receive an incoming telephone from smartcall, add team members to the rule by clicking the 'Add' icon ().
