Divide conversations automatically for employees
The Divide Conversation helps you divide conversations with each employee to take care of and manage customers. From there, the conversations will be divided equally or divided according to certain principles for employees.
Thus, fairness can be ensured for employees, as well as the work of each employee is easier to be tracked and calculated for KPIs, which would save time and effort for the shop owners.
To divide conversations to on-call staff, do the following steps:
Step 1: In shop setting, select Split conversations
Step 2: Select conversation division mode
Here, the screen shows the modes you can choose to divide conversations to the handling employees.
- Turn off rotation mode (manually): Admin decentralizes a staff to manage conversations.
- Divide the conversation for the staff member to click view first: the first person who clicks the conversation will be in charge of the conversation.
- Divide equally between online accounts on Live chat: Include all staff in the shop (owner, admin, salesperson, marketer).
- Divided equally between the accounts of the employees who are online on Live chat: only the salesperson accounts on the shop will be responsible for the task.
Select a rotation mode and click Update to complete.
Change handling staff
Change the person handling the conversation by selecting the conversation in the Live chat and specifying another staff member.
Note: Only Admin can change the conversation handling staff when divided.
Wishing you success!