Efficiently managing and assigning conversations ensures that customer inquiries are addressed by the right person within your company. Web2Chat allows you to manually or automatically assign specific conversations to teammates via the Help Desk.
Methods for Assigning Conversations
Manually Assign Conversations:
Assign conversations directly to the best-suited teammate who can resolve the issue.
Default Assignee:
Assign all conversations to one designated teammate if no other rules apply.
Viewing Assigned Conversations
To see which teammate a conversation is assigned to:
View Assignment Details:
- In the Inbox, look at the Details section, which is permanently placed at the top right of the conversation view.
- The assigned teammate inbox will be displayed here.
By using these assignment methods, you can ensure that conversations are directed to the right people, improving response times and customer satisfaction.