In this video, you will learn about how to create Round Robin Support System in WABB:
Do you want to set up a seamless round-robin support system where chats are automatically assigned to your team members in a sequential manner? With WABB's Group Team Member feature, you can achieve this effortlessly.
Creating a New Group:
To create a new group, follow these steps:
Navigate to the Settings section.
Click on the Team Members tab and then click on Group team members.
Select the Create Group button in the top-right corner.
A dialog box will appear. Name your group (e.g., one group for Sales and another for Support).
Choose the team members you want to include in the group.
Click on Create Group, and your group will be set up.
Note: Ensure all your team members are onboarded onto the WABB platform before adding them to a group. If they aren’t onboarded yet, follow the steps provided here: https://intercom.help/wabb/en/articles/9751985-2-how-to-invite-your-team-to-wabb
Setting Up the Round-Robin Chat Assignment:
Once your group is created, you can configure the round-robin system to assign chats sequentially. Here’s how:
In the Flow section, navigate to the stage where you want to assign chats.
Drag and connect the Action Block and select the action Assign Chat and Mark as Open.
Instead of selecting an individual member, choose the group name.
This will automatically assign chats to group members one by one in a sequential order.
Manual Chat Assignment:
You can also assign chats to a group manually:
Go to the Chats section.
Under the user card on the right-hand side, click on the Assign To button.
Select the group to assign the chat.
Example Use Case:
Imagine you have two teams: Sales and Support, each with specific members. You want chats to be directed to these teams based on customer needs (e.g., a sales query or a technical issue). Here's how to set this up:
Onboard all team members and create two groups: one for Sales and another for Support, following the steps above.
In your flow, add two buttons: Contact Sales and Contact Support.
Use separate action blocks to automate the assignment:
For Contact Sales, assign chats to the Sales group.
For Contact Support, assign chats to the Support group.
This setup ensures that chats are directed to the appropriate team and assigned in the correct order, streamlining your support process.