We’re happy to release automated chat distribution that will help you among agent in a certain department. Just follow to Settings → Team → Departments and choose the department for which you want to set up automated chat distribution. You’ll see the following setting at the bottom of the page:
3 types of chat distribution, explained:
- Manually – each chat needs to be assigned to a team member manually by an admin or a supervisor. Otherwise, agents can just answer chats so that they will get assigned to them automatically after the first message.
- By round-robin – chats are assigned to team members one by one started from a team member who hasn’t been assigned for the longest period of time.
- Last assigned – chats are assigned to a team member who was assigned to the previous chat with this customer. If there was no last assigned team member, the chat needs to be assigned manually.
Read Also
👥 Custom Roles: Introducing RBAC for Enhanced Account Access Management
Lern about RBAC, our new feature in Team settings that allows you to add new custome roles for you team.
📋 Updated Contacts: Streamlining contacts with style
Manage your contacts in HelpCrunch even more efficiently! We introduce the updated design of the Contacts page, allowing you to handle your customer database even faster and more conveniently.
❌ Exclude chatbot messages from the First Response Time (FRT) reports to have a clear picture
Enhance your customer service efficiency with our latest feature! Now, you can fine-tune your First Response Time (FRT) metrics by choosing to include or exclude chatbot interaction time in reports.
