How does the Chat distribution work?

Do you want to optimize your booking department service based on your chatbot service? Then you need to know this amazing functionality: Chat distribution. With it, you can make your operation more assertive, leading automatically the chats to the right person.

Topics

What is it?

Steps

What is it?

It is a functionality that you can set directly on you Admin Panel. It allows you to distribute automatically the new chats based on a pre-defined rule, ensuring that the best person assume the chat depending on each subject.

As exemple: 

• If you want to all the Spanish chats to be assigned to only one person, who is responsible for this kind of assistance.
• If you want to separate your team, to some answer on the Facebook and others on the Instagram
• If you want do distribute any chat to anyone who is online.
• And a lot of more options. It is your choice, you just need to set the chat distribution! 😉

Steps

1. Login on you Admin Panel;

2. So to Settings;

3. Chose Chat distribution

4. First allow the option of Chat distribution rules;

4. Now you will need to set the criteria that would compose the rule to distribute the chats to you equip automatically.

• Rule name
• Communication Channel: Choose which channel this rule will be applied. You can choose some specifics channels or you can set to all the channels you have integrates
• Languages: Choose if the distribution will be set to all the languages or to some specific, if you have someone responsible to other languages.
• Tags: In case you want to define the subject that should be distributed. 
• Users: Here you will find somo extra options to set your distribution
  • All: It will distribute to all the user in the company
  • Agents: Every user that has the agent permission 
  • User Groups: You can choose specific sectors of you company. To set this you can configured it on Users group
  • Custom: You can choose specific users on the platform, no matter what permission they have.
  • Allow distribution to offline user: In this case, the distribution won't consider if the user is online or not. It will distribute independent of the user is online or offline.

Done! Now you need to save the alterations and the chat distribution will be working. 🚀