Proactively engages customers by routing inquiries to available agents
Dynamically directing incoming chat requests to available agents in a systematic queue, ensuring efficient and fair distribution for timely customer support. It streamlines customer service with an organized and efficient system that directs incoming chat inquiries to appropriate agents, minimizing wait times and ensuring a seamless customer experience.
Assigns chats to agents with specific skills or expertise
Rule-Based Chat Assignment is a powerful tool for organizations aiming to streamline customer interactions through automated allocation based on predefined rules, enhance customer satisfaction, and ensure that tasks are assigned based on criteria that align with business objectives.
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Load Balancing
chat assignment is a strategy used to distribute incoming chat inquiries evenly among available agents or teams, preventing workload imbalances, maximising agent productivity, and enhancing the overall customer experience.
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Round-robin
chat assignment is particularly useful in scenarios where agents have similar skills and where an equal distribution of workload is desired to promote fairness and a collaborative work environment among team members.
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Skill-based
chat assignment maximises resource utilization by assigning tasks to agents based on their skills, ensuring a tailored and efficient resolution to each query. It encourages collaboration among team members with diverse skills, fostering a supportive and cooperative work environment.
Automate time-saving pre-defined responses (macros), ensuring quick, consistent, and efficient communication
Pre-defined responses, often referred to as macros, are a powerful feature in chat automation that allows agents to quickly insert pre-written messages or responses into the chat interface to answer common queries, provide standard information, and deliver a consistent and positive customer experience.
Timely Chat Reminder keeping teams organized, tasks on track, and deadlines met
Automated chat reminders within chat systems to remind users of important information, events, or actions, ensuring that users do not miss crucial activities or deadlines, allowing them to prioritize and complete tasks efficiently. Chat reminders, when integrated effectively into communication platforms, contribute significantly to overall efficiency, organization, and the successful management of tasks and responsibilities.
Define automated criteria for delivering targeted notifications
Notification rules in chat automation are predefined conditions and actions that trigger automated notifications to relevant stakeholders within a chat system. It automates the rules that define when and how notifications are triggered, ensuring timely and relevant alerts for seamless communication and task management.
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