On this page, you can learn how to assign an operator role and queue within the platform.

Estimated reading time: 6 minutes

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!

Restricting service by opening hours

The opening hours should be formatted in the manual chat configuration area.

Scroll down and locate the opening hours configuration screen. There you can enter general opening hours or create new opening hours if necessary. Enter the service hours and days of operation. You can include days, such as holidays, where there will be no business hours even within the regular opening hours.

Now you can set up the service flow to execute a specific process if the client accesses your queue outside of specified times.

To better understand this setup, you can watch the video or follow the step-by-step guide below:

• Step 1 - Create the intent to direct clients to the service queue.
• Step 2 - Enter a "condition" at the point where you want to validate the opening hours. In our example, we will perform the validation before directing the agent to the service queue. This way, if it's outside of business hours, we can create another routing flow.

• Step 3 - Select how these conditions should be interpreted. The general opening hours variable will always be "Business Hours". Choose which condition you want to validate: true (within business hours) or false (outside of business hours).

If you create a specific opening hour schedule, the variable to validate will be the name of the opening hours schedule you created. In this example, we created the "test" schedule.

Step 4 - Define which path the agent should follow based on the validation performed. In this example, we are validating if the time is true. If the time is true, we allow the agent to enter the service queue. If the time is false, we will not allow them to continue in the flow towards the service queue.

Wait Time

During a conversation with a human agent, you can set a wait time for responses from either the user or the agent, and choose an intent to execute when the specified time is reached. Follow the steps below to configure it:

Step 1: Go to Menu > Settings > Manual Chat.

Step 2: Navigate to the service queues screen and choose which queue you want to configure the wait time for: user and/or agent. In the following image, you can see that a 60-second wait time was set for the agent and a 30-second wait time for the user in the service queue.

"Service Rating" and "Educational Assistant". Remember, after adjusting the desired times, click on Save!

Step 3: On the following screen, choose the intent you want to execute when the wait times are reached. The first option is for the agent's wait time and the second option is for the user's wait time.

Done! The wait time has now been configured.

Operator Flow Actions

When a customer is directed to a service queue, they may go through different states. To enhance your agents' experience, we have created predefined intents that you can use in the following situations:

1. User is waiting to be served

Within the agent flow, you will find an intent called "User starts waiting for agent." In this flow, you can define a response that will be sent to the user in this situation.

2- The user has entered the queue, their conversation has been assigned to an operator, and they are about to be served shortly.

Within the agent flow, you will find an intent called "User has been assigned to agent." In this flow, you can define a response that will be sent to the user in this situation.

In this example text, you can use the variable that stores the assistant's alias/nickname to create a personalized response.

3- No operators were found available in the queue to which the user's conversation was routed.

Within the agent flow, you will find an intent called "User did not find any agent." In this flow, you can define a response that will be sent to the user in this situation.

See the example below:

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.

Remember to visit our Help Center for more information.

Written by: Botmaker Team

Updated: 07/03/2024