How to Manage Team Members inside WhatChimp?
How to Manage Team Members in Watch
Overview of Team Management Features
- Anand introduces the video, focusing on managing team members within the Watch platform.
- Two main options for management are highlighted: Roles and Permissions and Manage Team.
Creating Custom Roles
- The Roles and Permissions section allows for the creation of custom roles tailored to specific privileges for team members.
- Example provided: An agent can be assigned a role that only permits access to live chat without broader permissions like viewing subscribers or connecting new WhatsApp numbers.
Configuring Agent Permissions
- The option to enable number masking is discussed, which hides incoming query numbers from agents.
- Enabling a translator feature allows agents to respond in various languages, enhancing communication with customers.
Adding New Team Members
- Steps to create a new agent account are outlined, including entering the agent's name and email address.
- Admin can assign specific phone numbers to agents, limiting their access as needed based on company requirements.
Assigning Chats to Agents
- Admin capabilities include assigning chats specifically to agents; agents will only see chats assigned directly to them.
- Demonstration of how an admin assigns a chat shows real-time updates reflecting changes in visibility for agents.
Managing Chat Visibility
- If an agent loses assignment on a chat, they cannot interact with it anymore; this maintains control over customer interactions.
- Admin retains permission to reassign chats back and forth between themselves and agents as necessary.
Utilizing Bot Manager for Chat Assignment
- Inside the bot manager, there’s functionality allowing automatic assignment of incoming chats either broadly or specifically based on predefined criteria.
- A label system is introduced for categorizing support inquiries, aiding in tracking and management efficiency.