In Live Chats, permissions and responsibilities are group-based. Groups of operators process customer messages while groups assigned as supervisors monitor their performance.
Groups are also used to distribute incoming requests. For example, general requests are routed to operators while more specific requests are sent to accounting, HR, IT, etc.
In the settings, you will be able to assign the groups created in the Live Chats workspace to work with clients.
You specify operators and supervisors by selecting groups in the Live Chats workspace or groups created in Administration > Groups.
Create a group in the Live Chats workspace
начало внимание
Only users included in the Administrators group can create groups and add employees to them.
конец внимание
To add a new group for the Live Chats workspace:
- Go to the Live Chats workspace and click the gear icon next to its name.
- Select Groups Settings.
- A list of all the groups created in the workspace opens. To add a new one, click +Group.
- In the window that opens, enter the name of the group and specify the employees who will be included in it. To do this, type the name manually or click
to select users from a list. Any user of the system can be selected.
- Click Save. To learn more about creating user groups, see Groups and roles in workspaces and apps.
Now the group is available in live chat settings.
You can assign any number of users to groups in the Live Chats workspace. They will be able to work with sessions when they set the Online status.
Distribute requests between several live chats
To each live chat you create, you can assign different groups of operators and supervisors created in the Live Chats workspace. To do that, go to Administration > Live Chats and click +Live Chat. To learn more, see Create a live chat.
начало внимание
Only users included in the Administrators group can create groups and add employees to them.
конец внимание
For instance, you can set up two separate live chats for messages from your internal and external users.
When setting up the internal live chats, in the Customers section, select the groups of internal BRIX users who will be able to send messages to the live chat. In the live chat for external users, you will be using a messenger, for example, WhatsApp, so leave the Customers section empty.
In both live chats, supervisors will distribute incoming messages among operators. The general group of operators works with general requests. In case of more specific issues, they can switch the session to an expert. For example, company employees can be switched to an accountant or an HR specialist while requests from customers in the external live chat can be forwarded to the sales department or customer support.