1️⃣How to add a manager (operator)
Tutorial for adding managers to the main #jedidesk profile
Navigation:
1. Adding a manager (operator)
In the Settings –> Managers tab, click + Add manager and enter the following data:
The photo will be displayed in the widget when the manager communicates with the client
Role: Manager or Supervisor
Platforms: choose separate request platforms, or leave the field empty and the manager will process requests from all platforms.
Status - Active
Name
Phone number
Email of the manager (for authorization on #jedidesk)
The manager will automatically receive a password to his email
What is the difference between a manager and a supervisor?
All chats and partial service settings are available to the supervisor. The manager sees only his own and new (unaccepted) chats.
In the list of managers, you can see which managers are currently online:
If you have multiple managers, you can set a limit on the number of requests per manager.
2. Setting up access to the chat features
In the Settings -> Company tab, it is possible to configure additional access for the manager, as well as a request to evaluate his work for analytics:
Main language - specify the language in which all clients will receive system messages (dialogue start and end, manager connection, etc.).
Displaying the phone number input field in the bot and widget - The client will be able to specify his number.
Displaying the name input field in the widget - The client will be able to specify his name.
Show notifications about joining/changing chat manager - the client will receive a system message about the manager's connection.
Ask the user if the issue has been resolved - the client will receive the message "Do you still have questions?" with "Yes / No" buttons. The "No" button will automatically transfer the dialogue to the Archives folder.
Mandatory evaluation of the dialogue upon its completion - enable if this indicator is necessary for the analysis of the quality of employees.
Displaying the subject of the dialogue - you can specify several dialog subjects for analytics. If this is a necessary indicator, enable the Mandatory indication of the subject of the dialogue function - chats without topics will not be able to be closed.
Applying a trigger starts a dialog - if you enable this feature, you will receive notification messages about users who clicked on auto-reply UTM trigger links to the bot (this is not a request). Turn off this feature if you only want to receive messages after these clients write to you.
Prohibit editing of messages in dialogs - managers will not be able to edit sent messages.
Prohibit deletion of messages in dialogs - managers will not be able to delete sent messages.
Allow a user with the Manager role to change the manager - by default, the manager change is available only to the account owner and the supervisor.
Allow a user with the Manager role to block the customer - by default, blocking is available only to the account owner and supervisor.
Close dialogue via inactivity - if the client does not respond within 15 minutes, the dialog is automatically closed and goes to the Archives folder. The waiting time can be changed or completely disabled.
3. Enable notifications:
In the Settings -> Profile tab, the manager must independently enable the notification function, which, when entering the system bot #jedidesk, identifies his profile:
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