Relevant social channels to be connected (Insta, WA, Gmail etc)
Agent/Teams to be added in member/team from settings
Default chat flow to be set up from Journeys tab for Whatsapp & instagram for Assignment logic to work.
4. 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
6. To track your agent efficiency & performance in engaging your customers, we suggest to set up SLA policies as well.
7. To keep your support workflows accurate during special days, set up Holidays in BIK. It helps manage agent availability when your team is away.
FAQs
1) Can chats be auto-assigned to agents or teams?
Yes, chats will be assigned to agents or teams based on the assignment logic configured in your settings.
2) How can I track my agents' performance and efficiency?
Set up SLA (Service Level Agreement) policies to monitor agent efficiency and performance in engaging with customers. This ensures timely responses and effective customer management.
3) Why do I need to set up a default chat flow?
Default chat flows ensure that incoming chats are routed correctly to agents or teams based on the assignment logic.
4) How do I add Holidays in BIK?
Go to Settings → Assignment Logic → Add Holiday, then enter the holiday dates and save.
For further assistance or to raise feature requests related to Onboarding Checklist for Helpdesk, please contact [email protected].