To understand how to assign a queue and role to operators, you can watch the video or follow the step-by-step guide below: Video: Inserting users.mov

• Step 1 - Access the "agents" option (Settings > Agents > Agents)

• Step 2 - Click on "+ Add agent" to add a new agent or on the pencil icon next to the agent's name to edit a registered agent:

• Step 3 - Assign the optimal rules to the agents. The functionalities available in the agent creation or modification environment are basically the same; The only element that changes is the request by email. Because when the agent already exists and you want to edit it, it is not necessary to include the name or email address.

Agent Creation/Editing Glossary:

Assistant Information:

• Email: Email registered when the agent was created. Cannot be changed.
• Name: Agent's name inserted at the time of creation. Can be changed during editing.
• Alias/Nickname: An alternative name for the agent, different from the name used at creation, displayed in customer conversations. It appears above the sent message in bold, as shown in the image below. For more details on how this setting works, refer to the article on Manual Chat Configuration.

Settings:

• Role: Type of permissions the agent will have within the platform; defines which features they can view and operate.

There are four default roles:

• Super Administrator: Full access to all platform functions.
• Configurator: Access to chatbot configuration and service chats.

• Supervisor: Access to service chats and reports.
• Operator: Access limited to customer service chats.
• Custom Roles: It's possible to create custom roles and assign them to registered agents. When creating a custom role, it will be available in the roles tab in the agent edit screen, allowing you to switch from the default role to the custom role.
• Queues: The sector or department that the agent will serve. By assigning one or more queues to an agent profile, they will only see conversations within the assigned queue(s) in the customer service chat area. If no service queues are assigned to the agent, they can view all conversations in the chat area regardless of queue.
• Filters: Another factor limiting the view of conversations in the customer service chat. For example, Operator A and Operator B are assigned to Queue X. They will see all conversations in Queue X regardless of who is responsible for service. If the "My Chats" filter is applied to these agents, they will only see conversations assigned to them within Queue X, blocking their view of all other conversations in that queue.
• Priority: Determines the priority level for receiving conversations in the customer service chat area. Priorities are categorized as Never (never receives conversations), Low (compared to other agents in the same queue), Medium (compared to other agents in the same queue), and High (compared to other agents in the same queue).
• Slots: Number of customers that can be attended to simultaneously by the agent.

Additional Settings:

Additional information that can be sent via JSON, typically through the Botmaker API.

How to direct a chat to a service queue:

After creating the desired queues (departments) and assigning the responsible operators, you need to create an action in the bot flow that will direct the client to these queues.

Attention: To direct clients to a queue only during opening hours, you must create a specific condition in the bot flow. Read more about this below.

To better understand how to structure the intent that will redirect the client to a queue, you can watch the video or follow the step-by-step guide below:

Video: Service Queues.mov

• Step 1 - Create an intent to direct the chat to the service queue.

• Step 2 - Select, within the action "Define service queue," the name of the desired queue.

• Step 3 - Add the action "Assign conversation to an agent" so that the bot selects an available agent in the queue to handle the service (agents already defined in agent editing).

Observation: If you want to disable the bot after directing the client to human support, add a "Mute chatbot" action after the agent assignment action.

Correct sequence of actions:

Observation: For each desired direction, this sequence of actions must be created. That is, if I want to transfer the client to Queue A, I create the queue definition action and select Queue A. If I want to send them to Queue B, I create the queue definition action and select Queue B.

Now, all clients passing through this point in your flowchart will be directed to the configured service queue.

Assigning the conversation to a specific agent:

Within the assistant's actions, you can define specific agents to handle conversations. This type of assignment is recommended for specialists, for example, when it's necessary to direct the user to the correct customer service agent. Follow these steps:

• Step 1: Define how the agent's service data will be collected (ID or email). This data can be extracted from a CRM, spreadsheet, integration with your system, etc. Define a variable to store this data.
• Step 2: Enter the action "Assign conversation to a specific agent" and, within the action, insert the variable containing the data of the agent who should handle the service.

• Step 3: Define the settings you want regarding agent availability. If you activate the option "Operator must be available" and/or "Operator must have available slots," you can select an intent that will be triggered in the customer conversation when these conditions are met.

• Step 4: Click on "Save". And voila! The task is now configured!

Unassigning the assistant from the conversation

Within the agent actions, it is possible to define an action to unassign agents from conversations. Follow the example below if you wish to make this configuration.

How are chats distributed among agents?
When a conversation enters a queue, the platform looks for an available agent and compares:

• Status: only agents who are Online receive chats. Busy, Away, or Online unavailable agents are left out, even if they have the panel open.
• Occupancy: the percentage of each agent’s slots that are in use.
• Priority: high, normal, low, or never.
• Queues assigned to the agent.

Distribution takes into account each agent’s status at the moment the conversation comes in. For even distribution, give agents the same slots and the same priority within the team.
Note: team slots are configured in the Service Team, and general slots in Settings → Agents. Postponed chats free up a slot temporarily.

FAQ

Why did a chat switch agents without anyone transferring it?
If an agent disconnects or logs out, their chats look to be assigned to another online agent with free slots.

I postponed a chat and the bot started responding again
Reassignment to the same agent only applies during the postponement period. If the customer writes after that, a new session opens and the conversation goes back to the default queue. Postpone the conversation for a longer period.

How do I keep agents from receiving chats outside their working hours?
Check business hours before the assign agent block: during business hours, assign; outside them, send a message asking the customer to write back during business hours.

The bot repeats the same message after assigning an agent
Assigning an agent always triggers the User assigned to Agent flow. If that flow also contains “Set service queue” and “Assign conversation,” it creates a loop. Leave only the text message and the chatbot shutoff there, and handle the assignment in a different flow (usually the main one).

How do I make a customer always return to the same agent?
Save the agent in a variable (for example, in the User assigned to Agent flow, using the agent’s email) and use it to assign that specific agent.

I created a queue and it doesn’t show up in Service Queues
You probably created it as a Service Team: it appears in the teams section and can’t be converted into a queue. Create a new Service Queue.

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