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Helpdesk Action Blocks
Updated this week

Assign Chat

Assign the chat as a ticket to any specific agent or a team.

Typical use cases

  1. Set up channel wise Agent/team assignment logics. For e.g. Have a single ‘assign to agent’ flow for whatsapp and assign a particular team or agent for all whatsapp chat service

  2. Assign agent/ team specific to use cases within a particular channel. For e.g. sales vs. service team

Create / manage your team here


Add Label

Add specific labels on the chat tickets so that analytics is available. Use cases:

  1. Labels are visible in analytics

  2. Basis labels agent assignment can also be defined

  3. Labels can be used in Helpdesk to create custom views and monitor the tickets/chats

Create possible chat labels here:


Change ticket stage

Change the ticket stage for any chat session.

Create possible chat stages here:


Working hour check

Check for working hours during the flow and accordingly send a default message like : “Our team members work between 9 AM to 7 PM, they will address your query/request as soon as they are back”

Configure your working hours at: https://dashboard.bik.ai/settings/chat-assignment


FAQs

1) Can I assign chats to agents based on their expertise?

Yes, you can. Create labels (e.g., "Sales," "Support") and assign agents accordingly.

2) How do I add new ticket stages?

Go to the Labels page and add stages like “Open,” “In Progress,” or “Resolved” to track chat progress.

3) How can I ensure customers receive responses after working hours?

Set up a default message for non-working hours. Configure your working hours here.


For further assistance or to raise feature requests related to Helpdesk Action Blocks, please contact help@bik.ai.

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