Admin Guide
Supervisor Operation Guide
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Supervisor Operation Guide
Last updated
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Adding Team Members
To invite team members, click on the "Account profile" in the bottom left corner and select Settings > Users and teams > Users. Click the "Invite user" button on the page.
Fill in the basic information of the member to be invited and click the "Add" button. The system will send an activation email to the member's email.
The member finds the corresponding activation email and clicks the "Activate your account" button to accept the invitation and complete the account activation.
Please note that the invited user does not need to register a new account through the YCloud official website.
After completing the above steps, team members can log in to the YCloud backend and view messages in the Inbox. If you need the system to automatically assign conversations to him, you need to add the user in the corresponding WhatsApp number settings > Assignment rules.
Set up agent and add agent to the team to facilitate subsequent distribution and transfer.
For details, refer to Creating a Team
You can set up automatic assignment rules for new conversations, including basic and advanced types:
Basic rules can choose not to assign; or assign in order, with the option to filter out offline receptionists.
Advanced rules can be set to either allocate based on the last agent who handled the client, giving priority to the previous service provider for that client, or to allocate based on client ownership, giving priority to the client owner.
You can freely combine these basic and advanced rules to meet different customer service needs and improve work efficiency.
Guidance: WhatsApp accounts > Settings > Assignment
Set basic assignment rules, select the rule that meets your needs
Option 1: Automatically assign new conversations in order to online agents in the list;
Option 2: Automatically assign new conversations in order to agents in the list, regardless of whether they are online;
Option 3: Do not automatically assign, all new conversations go into unassigned.
Option 4: Do not automatically assign conversations.
Add the corresponding team or specific agent to the list. Manage and view the list of personnel through adding, deleting, and searching.
After modifying the basic assignment rules, there is no need to re-add the list. You can view the specific personnel through the expand button on the far right.
Advanced assignment rules take precedence over basic assignment rules. Turning on the advanced assignment rules button will prioritize the execution of advanced assignment rules. When the advanced assignment rules cannot be met, the basic assignment rules will be executed.
When both are enabled, the priority of the advanced assignment rules is from top to bottom
Option 1: When a conversation comes in, it will check if the customer has an Owner, and if there is an Owner, it will force the conversation to be assigned to the Owner;
Option 2: The conversation will be assigned to the last agent who received the conversation (Prerequisite: the agent is online).
Set up automatic response rules for the Inbox on the automation rules page: including welcome messages, new user ice-breaking, automatic replies for unassigned conversations, automatic replies when the agent does not respond in time, and automatic closing of conversations.
Welcome Message: You can set a welcome message that is automatically sent when the customer first opens the conversation.
Ice-Breaking Tips: These are customizable, clickable text prompts that appear in the chat window for new users. They help customers quickly understand the services provided by the business and can trigger the chatbot to execute specific workflows.
Automatic Reply for Unassigned Conversations: If the conversation has not been assigned, you can set the system to automatically reply to ensure timely response to the customer.
Timeout Automatic Reply: If the customer's message is not replied to by the agent within the setting timeline, the system will automatically send a message to the customer. You can set the waiting time for sending the reminder message.
Automatic Closing of Conversations: If the customer does not respond within the set time, the system will automatically close the conversation. You can set the time for automatic closing.
For detailed settings, refer to Automation
Enter Contact > Settings > Tags to manage system tags.
Agents can use predefined tags to better manage and filter customers.
Enter Your preference > Canned Response to configure account-shared preset replies, which agents can quickly reference in chats.
ππ Congratulations, you have completed the basic configuration of the team Inbox. In addition, you can also configure a smarter chatbot reception process based on working hours. For detailed settings, refer to ChatBot.
As a admin, you need to understand the team's reception situation in real-time. You can enter Inbox > Analytics to view real-time data statistics.
For detailed guidance, refer to the document: Inbox Data Analysis
