The assignment rule allows users to configure the rules to divide the work appropriately to the teams according to each social networking site.
Automatic assignment rule of each social media site
A fanpage can be managed by several Teams to support and answer customers. However, currently Mobio only allows the application of automatic assignment to 1 team. Teams that are configured to “prioritize getting a job” will receive all the jobs in the queue and have the role to divide the work among the rest of the Teams.
Users can configure priority teams according to the List of Teams to process Inbox or the List of Teams to process Comment.
Step 1: Select a social media site, the system displays the selected social media site.
Step 2: Click “Prioritize getting a job” for the Team in the List of Teams to process Inbox or List of Teams to process Comment.
Step 3: Click Save or Cancel.
Other configurationc
Configure notifications when many Comments/ Inboxes have not been assigned
The system will automatically send a notification when the number of jobs in the queue exceeds the threshold to the user’s account or email.
For Team that is prioritized according to the List of Teams to process Inbox, they should notice:
- When user clicked complete the chat and the customer messaged back, a new chat will be created and automatically assigned by the system to the priority team.
- Each time user completes a chat with customer, it will be counted as the end of a chat session.
- Customers who message back after completing the chat will be counted as a new chat session.