Relevant social channels to be connected (Insta, WA, Gmail etc)
Agent/Teams to be added from settings (https://dashboard.bik.ai/settings/staff-management).
Default chat flow to be set up from journeys tab(https://dashboard.bik.ai/journeys/chatflows) for Whatsapp & instagram for Assignment logic to work.
Default flows to be configured should consist of Assign an agent block.
Incase of no default chat flow setup, all incoming chats will flow into Chat bot chats(https://dashboard.bik.ai/inbox?staffId=&type=CHAT_BOT)
From here, agents or brand would need to manually assign to themselves to interact
Default flow can also be setup from chat flow library(https://dashboard.bik.ai/journeys/chatflows/library?type=chatflows)
Default flows need not be setup for following social channels
Gmail
Note - Here, chats will be assigned to agent/team basis assignment logic configured
For Hygiene & ease of use of dashboard we request Brands to set up Auto close functionality
It is to be setup from assignment logic section under settings(https://dashboard.bik.ai/settings/chat-assignment)
To track your agent efficiency & performance in engaging your customers, we suggest to set up SLA policies as well.
Updated over a week ago