To create teams go to the TEAMS page and click on CREATE TEAM.
A popup will appear. Upload the avatar and enter the team name, then click CREATE.
To edit the settings for a team, click on the pencil icon.
To change the team avatar or name, click the GENERAL tab.
To assign the Maximum number of auto-assigned chats an agent can receive at a time, type the number in the “Auto-assigned chats“ field.
To edit the time an agent can accept a chat transfer request (in seconds), type the number in the “Transfer request” field. Please refer to the Chat transfer article for more information about transferring a chat.
To edit a chat Timeout (automatically end chat) time when a customer doesn't reply (in minutes), type the number in the “Timeout” field.
To edit the chat Idle time - time limit on chat without agent reply (in minutes), type the number in the “Idle“ field.
To edit the action when the agent is Idle, click on the dropdown list and select a type of action from the menu.
- Transfer chat to pending
- Transfer chat to next available agent
- Do nothing
- Notify agent
To add agents to a team, click on the AGENTS tab and add agents.
If no agents are added to a team, all incoming chats will be in the Pending list.
To add a welcome message in the chat, click on the WELCOME MESSAGE tab and add welcome message.
Canned replies allow agents to create and select pre-written replies in CHAT. Please refer to the adding canned replies for more information.
To delete a team, click on the trash icon.
Select a fallback team in the popup, then click the DELETE button. Chats will be assigned to the fallback team after the original team is deleted.
Updated about 1 year ago