Assign Chat
Assign the chat as a ticket to any specific agent or a team.
Typical use cases
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
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:
Labels are visible in analytics
Basis labels agent assignment can also be defined
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.