Routing
New chats for the team go to the next person in turn, while you are open, and only to people who are not away.
PlanBusinessWorks onWordPressShopifyAny website
How it works#
1 · A chat reaches the teamHanded over by the AI.
2 · Next in turnIt goes to the next member who is not away, while you are open.
3 · They hear of itBy the bell, and by email unless they turned it off.
Set it up#
Coming to WordPress
On WordPress today, a ticket is assigned by hand in the Sales Desk: Assigned to, or Take it. How the Desk works.
- Turn it onIn the Desk, Manage › Settings › General: under New chats for the team, choose Share them out in turn, then Save. Business.
- Set your opening hoursManage › Opening hours: tick each day, set the times, then Save hours. Times are your store’s time zone, from Shopify.
- Away?Each person: the gear, Your account, I am away: give new chats to the rest of the team, then Save.
- Turn it onIn the Desk, Manage › Settings › General: under New chats for the team, choose Share them out in turn, then Save. Business.
- Set your opening hoursManage › Opening hours: tick each day, set the times, then Save hours. Times are in the time zone you chose when you added your website.
- Away?Each person: the gear, Your account, I am away: give new chats to the rest of the team, then Save.
Questions#
What happens outside opening hours?
Chats wait unassigned for whoever comes first, as without routing.
What if everyone is away?
The same: the chat waits for the first person to take it.