How does the chat distribution work?

Do you want to optimize the services of your Reservation Center from the services of your chatbot? Then learn more about this amazing feature that is the Distribution of Calls. 😉

Summary

1. How does Service Distribution work?
2. Where can I find it in the Admin Panel?
3. Enabling Call Distribution

How does Service Distribution work?

It is a programmable feature directly in your Admin Panel that allows you to automatically distribute your chatbot calls based on pre-defined rules, ensuring that the best person for each type of service is triggered to talk to the traveler. 😎

For example:

•  if you need calls in English to be directed to that employee who is responsible for international contacts;
• if you have a team that only responds to calls via WhatsApp and another only via Facebook.
• if you want to distribute any service to online users only.
• and many other settings. It's your choice! 😉
  Just create a distribution rule per channel and that's it!

Where can I find it in the Admin Panel?

To configure distribution rules:

1. the Asksuite Admin Panel;
2. Click on "Settings" and then on "Distribution of Calls".

Enabling Service Distribution

1. Define criteria for the service to be distributed among your team members automatically.

First you must check the Enabled option so that you can add a rule:

Afterwards, you must create a name for the distribution rule and then select the communication channels you want the rule to apply to, and the languages. 

You can select All communication channels as well as All languages ​​or customize.

Afterwards, you must configure the criteria that will be used to direct the calls, that is, choose to distribute calls in which the traveler has taken certain actions taking into account their labels;

You must also choose when the services should be distributed:

• always (even when there are no users online);
• when users are online.

In addition, you must select whether the services will be distributed to all users who have access to the platform or only to those with attendant access.

Customizing the service distribution

By selecting the “Customized” option in the initial rules of service distribution, you will be able to select among all users of the platform to perform the service, both those with Agent access and those with Administrator access.

🚀 Okay, now that the rules have been configured, just enable the functionality, save the changes, and the conversations will start to be automatically distributed in your Live Service. 🚀

❤️ Still having doubts? Just talk to our support! ❤️