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Updated over 2 months ago

Team & Staff

We have concept of staff & team to make team collaboration intuitive & productive at the same time.

You can add staff via “Staff management(https://dashboard.bik.ai/settings)” from our settings page

From staff management screen, you have the ability to add an individual staff member as well as a team.


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Primary Fields while creating a staff being:

  1. Role type

    1. Agent

    2. Admin

    3. Team manager

  2. Name

  3. Email Id

We work on concept of RBAC(Role based access control), a method of restricting access based on the roles of individual users within an enterprise. RBAC ensures employees access only information they need to do their jobs and prevents them from accessing information that doesn't pertain to them.

Please reach out to [email protected] to know more about roles & access controls and configure it for your store if required.

Teams can be added from “Teams” tab of staff management

FAQs

Is there any limitation to number of agents/ teams

No, there’s no limitation to number of agents or teams.

Can i Assign different roles or permissions to team members

Yes, we have 3 roles & permissions today:

  1. Agent

  2. Team manager

  3. Admin

& different roles can be assigned to different team members

Is there a limit to number of teams i can create

No limit on number of team or agents

How can i view activities & progress of each team

We have core Helpdesk analytics for agent & team. Same can be viewed from our analytics page https://dashboard.bik.ai/analytics?tab=crm

Can agents be part of multiple teams

Yes, agents can be part of multiple teams

What is availability toggle

Any agent can mark himself/herself available or not available to be part of assignment logic.This is also to be treated as online/offline for an agent.

How can I track the performance of each agent?

Performance of each agent can be tracked from analytics page with filters applied at agent level. Url: https://dashboard.bik.ai/analytics?tab=crm

Is there a way to monitor agent activity in real-time?

Yes, we can monitor following metrics in real time:

  1. Lead status

    1. Total leads

    2. Leads in each category(Open,closed, resolved etc.)

Other metrics like:

  1. First response time

  2. Active engagement time

  3. Avg. handle time

These metrics can be tracked with an 8 hr delay

Can I set up goals or targets for agents to meet?

No, goals & targets cannot set to agents & neither can it be tracked from our platform as of today.

Can I customize the dashboard or reports for agent management?

Yes, we can track new metrics & setup new dashboard/reports at agent & team level. But this would require implementation effort from our end. Please raise the request through- [email protected]

Assignment logic

Keeping agent efficiency in mind, we have “Assignment Logic” functionality(https://dashboard.bik.ai/settings/chat-assignment) under settings to help you derive maximum output from your agents.

Configure Assignment logic

Types of assignment logic

  1. Unassigned

    1. All tickets flow into one ticket list called unassigned, from where individual agents can assign tickets to themselves upon reply.

  2. Round robin

    1. Assign to only live agents

  3. Label/context based assignment setup

    1. Conversation based assignment logic can also be configured via keywords recognition to ensure agent efficiency

    2. To configure this please reach out at [email protected]

FAQs

What is the criteria for assigning leads or tasks to team members?

Criteria can be basis assignment logic discussed above:

  1. Shared Helpdesk

  2. Round robin

Can I set up different assignment rules for different teams?

No, assignment today is at brand level.We do not support assignments at team or agent level.

How can I prioritize assignments based on different factors?

Assignment prioritisation can be taken depending on Business scale level as well as use case basis. For ex:Brand with 2-3 agents can set up shared Helpdesk as assignment logic to ensure agent efficiency. But same logic may not work for mid sized teams of 5-8 where assignment logic can be round robin to ensure agent efficiency

Is there a way to automate the assignment process?

No, today we need to setup these assignment process from settings page and its self serve but work flow based assignment process cannot be done as of today

Can I manually override assignment rules if necessary?

Yes, you can manually assign/reassign chats to teams or agents from inbox window.

How to assign all chats to one team/one person?

The following steps will help you set up this assignment logic for your brand.

  1. Create a team with the required staff who would be handling all chats under one team.

    1. This can be achieved from here(https://dashboard.bik.ai/settings/staff-management)
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  2. Post team creation with necessary folks, Mark the team as default from the edit team section
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  3. Post-marking the necessary team as the default Team, ensure it's highlighted from the team section.
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  4. As a final step, configure the right assignment logic to ensure all messages flow to one team/one person

    1. Under assignment logic(https://dashboard.bik.ai/settings/chat-assignment) tab of settings

    2. Ensure the Auto-assign field is selected

    3. It’s up to the brand to configure if they want to assign chats to only active members of the team, we suggest setting this up as well to ensure a smooth customer experience
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Configure SLA & Auto close

  1. Setup Auto close functionality to help you keep a clean window for your agent to interact on.

  2. Setup SLA policies to track your agent/team performance and take data backed actions to improve your customer experience

Quick replies

Help drive agent efficiency by ensuring agent’s can respond to regular queries in a time efficient manner. Quick replies helps businesses setup quick/canned responses to regular queries of customers in turn helping them drive customer experience & agent efficiency.

Quick replies can be configured from “settings” page(https://dashboard.bik.ai/settings/quick-replies)

Quick replies accessibility can also be configured:

  • Public

  • Private

  • Shared

    • Team

    • Agent


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Quick replies can be used on messaging console via:

  1. Action button
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  2. Shortcut(/)
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Quick reply Accessibility:

Quick reply is applicable on the following channels:

  1. Whatsapp

  2. Instagram

  3. Gmail

FAQs

Can i add macros/dynamic variables as part of quick replies

No, currently quick replies are text only without dynamic variables. But we are working to enable this in future.

Can i add multimedia as part of quick replies

No, currently quick replies are plain text only.

Can I categorize or organize my canned responses?

No, we cannot categorise or organise canned responses today

How can I quickly search and find the right canned response?

Canned responses can be searched via their short code or content of message.

Can I personalize or customize canned responses for each recipient?

No, we cannot personalise canned responses today but in immediate future you will be able to personalise them via variables/macros for each recipient

Is there a way to track the effectiveness of my canned responses?

Yes, we do track the usage of canned responses for your business, this can be made available to you. Please raise request on [email protected]

Channel settings

A centralised view for all social channels on BIK to check key information & take action on them

We have the following channels & their respective settings:

  • Whatsapp

  • Instagram

  • Gmail, Other email services(Zoho,outlook)

  • Messenger

  • Shopify

Channel settings can be viewed here(https://dashboard.bik.ai/settings)

WhatsApp channel settings

  • Fields that can be used to set up from Bik

    • Business profile photo

    • Business description

    • Business Address & Contact

  • Statuses that can be viewed

    • WABA number

    • Message balance for the day

    • Current messaging limit/tier
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Instagram channel settings

  • Fields that can be used to set up from Bik

    • Persistent Menu

    • Conversation starters

  • Actions that can be carried out

    • Disconnecting Instagram channel

    • Connecting multiple Instagram pages

    • Troubleshoot Instagram
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Shopify Settings

  • Actions that can be carried out

    • Request pixel permission

    • Request additional scope for automation

    • View current Shopify connection status
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Gmail settings

  • Actions that can be carried out

    • Connecting multiple Gmail accounts

    • Disconnecting Gmail account from Bik platform
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Other Email Settings(Zoho mail,outlook)

You can refer to this document for troubleshooting
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Messenger Settings

  • Actions that can be carried out

    • Connecting multiple Fb accounts

    • Disconnecting Fb account from BIK platform

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