The system can transfer dialogues with your clients from bots to specialists that work in different departments of your company (for example, the sales department, accounting, technical support). In some cases, such specialists can provide your clients more information.
On the Operator groups page, you can create operators groups and add operators to them.
Creating operators groups
To create an operator group, do the following:
- On the side menu, select Chats – Operator groups.
2. Click New group at the top of the page.
3. In the Create group dialog box, enter a name for the group and click Create new group.
For convenience, it is recommended to use names that explain group competence (for example, technical support, claims department, administration, etc.).
As a result, a new operator group will be created.
4. Repeat the above steps to create other groups.
If necessary, you can use the Edit and Delete buttons to change group names or delete groups.
Adding operators to groups
To make it possible for the system to transfer dialogs to an operator, you must add operators to groups. For this, click the button with the name of the group in the line of the necessary operator line. The operator will be added to that group. The group name will be highlighted in green.
If an operator is not added to a group, their name is highlighted in red.
You can add multiple operators to a single group. Additionally, one operator can be added to several groups at the same time.