Helpdesk
Departments and routing
Send handed-off chats to the right team and assign them fairly: least busy, round robin or everyone.
Open the agent's Settings → Departments. Templates for Billing, Technical support and Sales get you started.
Per department
| Setting | What it does |
|---|---|
| Name | E.g. Billing. Shown to your team and usable in the handoff message as {team}. |
| Which chats belong here? | The AI reads this to pick the department — list the topics in plain words, e.g. Payments, refunds, invoices, paid but not received… |
| Members | Who works here. Leave all unticked for the whole team. Add people in Settings → Members. |
| How chats are given to people | See below. |
| Max open chats per member | People with this many open chats get no new ones until they close some. 0 = no limit. |
| Response time limit (minutes) | No team reply by then → reassign and alert again. 0 = off. |
| Also alert | WhatsApp numbers, Telegram chat IDs and emails for this department, on top of the agent's alerts. |
Assignment modes
- Least busy online member — assigned to the online member with the fewest open chats.
- Take turns (round robin) — online members get new chats one after another.
- Everyone online — first reply takes it — all online members see it; whoever replies first takes it.
Availability
Team members set themselves Online, Busy (keep my chats, no new ones) or Away from their account menu. Members set to Busy get no new chats.
Move a chat by hand from the inbox, or automatically with a trigger action Move to team — for example VIP customers → Sales.
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