Helpdesk Action Blocks | BIK Help Center

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 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 the ticket stage for any chat session.

Create possible chat stages here:

Ensure smooth customer communication by setting up automated responses based on your team's working hours and holidays.

During the flow, verify working hours and send a default message, such as:

"Our team members are available between 9 AM to 7 PM. They will address your query/request as soon as they are back."

If a holiday falls during the flow, send an automated message like:

"Our team members are on holiday. Please come back on the next working day."

You can personalize the message using variables such as 'Next Working Day' and 'Holiday Name' for a more dynamic response.

Set up your working hours and holiday schedules at: BIK Dashboard - Chat Assignment

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 [email protected].