You can invite your team to work on a project together. You will share the same workplace and have access to incoming conversations, created website events, chatbot scenarios, and broadcasts, within one project.
How to Add a New Teammate
Navigate to the Team page.
Click +Invite member.
Enter their email and choose a role.
An operator can сreate campaigns, website events, configure chatbots, view statistics, and has chat management permissions to send messages to users and assign tags and variables.
A manager can do everything that an operator can, view operators’ performance statistics, and has team management rights: invite new operators and managers or delete them, change rights.
Click Send invite. Your newly invited member should confirm the invitation to your project via email, then they have the rights to actions with your project according to their role.
How to Manage Teammates
Click on the button opposite a team member. Here, you can change their role or remove a team member from your project.
If you want to make sure a conversation gets answered by the right person from your team, you can assign a conversation to them.
Navigate to the conversations, choose dialog, click Assignee, and choose the person.
How to add and edit quick replies
Quick replies are generic responses to popular user requests. They free up your team members from routine tasks.
Add a new quick reply by going to the Team Members page and clicking + Add reply.
Enter the keyword that will trigger the quick reply in the chat. Choose a command that is easy to enter and tell apart from the rest. The command won’t be visible for the client after it has been sent.
Enter your response text and assign team members who can use it.
You can assign the following values:
- for me;
- for all;
- select specific team members from the list.
Edit a quick reply by clicking on the pencil icon. Delete it by clicking on the trash can icon.
Apply the saved response during a conversation with the user by using the following combinations:
- “/” — to add the saved answer at the beginning of the line;
- ” /” — to add the saved answer anywhere in the chat.
And select the required quick reply from the list on the panel on the right.
You can also add new quick replies directly on the “My Conversations” tab. To do this, click on “+ Add Reply“.
How to add notes to chats
Team members can add comments to chats to relieve further communication between the team members and the users.
Enter the text for your comment in the Notes field without characters or emojis limit. The note will be saved automatically after a team member continues chatting or clicks on an empty field.