When connecting each of the external line channels or during their setup, you can grant or, on the contrary, deny employees the ability to work with chats from these channels.
🔍 Currently, Uspacy allows integration with:
WhatsApp — More details can be found in this article.
Telegram — More details can be found in this article.
Viber — More details can be found in this article.
Facebook — More details can be found in this article.
Instagram — More details can be found in this article.
However, access settings are currently available only for Telegram, Instagram and Facebook. The option for other channels will be available a little later. Stay tuned for updates😉
What are the advantages of this feature? Access rights settings help optimize team operations, ensure quality request distribution, and improve service levels by allowing only the appropriate employees to view, respond to, and manage client communication.
How to grant employees access to a channel?
That’s enough to specify the necessary users in the corresponding field.
If you want all employees in your Space to be able to work with chats from this channel, leave this option active.
Thus, the users listed in this field will be able to see the chats coming from this channel.
☝🏻💡Note that with these access settings, "administrator rights" do not work. Therefore, if you need the administrator to also be able to work with chats from this channel, be sure to list them in the field.
How to set up the queue?
You can also specify how requests will be distributed among users you grant access to. For this, select one of the following options: everyone at once or in sequential order.
🟣 In the first option, new, unassigned chats will appear for those employees who have been granted access in the field above, everyone at once. The first person to take the chat will continue communicating with the client. As a result, the chat becomes active for that employee.
🟣 In the second option, new, unassigned chats will appear for those employees who have been granted access in the field above, in sequential order. This means that the new unassigned chat will first appear for the employee listed first in the access field. The next unassigned chat will go to the second employee listed in the field, and so on.
When the last employee in the queue receives a chat, the queue starts again.
Once all necessary access settings are complete, don't forget to Save everything.
Done!
If you have additional questions or you need to contact the support, send a request to this email [email protected]