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Onboarding Checklist for Helpdesk
Onboarding Checklist for Helpdesk
Updated over a week ago
  1. Relevant social channels to be connected (Insta, WA, Gmail etc)

  2. Agent/Teams to be added from settings (https://dashboard.bik.ai/settings/staff-management).

  3. Default chat flow to be set up from journeys tab(https://dashboard.bik.ai/journeys/chatflows) for Whatsapp & instagram for Assignment logic to work.

    1. Default flows to be configured should consist of Assign an agent block.

    2. 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)

    3. From here, agents or brand would need to manually assign to themselves to interact

    4. Default flow can also be setup from chat flow library(https://dashboard.bik.ai/journeys/chatflows/library?type=chatflows)



  4. Default flows need not be setup for following social channels

    1. Gmail

      Note - Here, chats will be assigned to agent/team basis assignment logic configured

  5. For Hygiene & ease of use of dashboard we request Brands to set up Auto close functionality

    1. It is to be setup from assignment logic section under settings(https://dashboard.bik.ai/settings/chat-assignment)


  6. To track your agent efficiency & performance in engaging your customers, we suggest to set up SLA policies as well.

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