Admin Guide

Supervisor Operation Guide

Adding Team Members

Step 1: Invite Team Members

1. 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.

1. 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.

Step 2: Team Members Accept the Invitation

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.

Step 3: Add agent to the Team

Set up agent and add agent to the team to facilitate subsequent distribution and transfer.

For details, refer to Creating a Team

Inbox Settings

Authority to Create A New Conversation

To make it easier for you to manage number permissions, Inbox has a submenu called "Authority". This feature can control users' permissions to initiate new sessions using this number.

Operation Introduction

1. Click the "Add Members" button, and search for the member or team you want to add

2. For members or teams that have been added, you can remove them individually by clicking the "Remove" button on the right side of the list, or delete them in bulk after selecting them by clicking the checkbox on the left side

3. You can search for members by their usernames or email addresses using the search box in the upper right corner

4. For members who are newly invited to join in the "Users and Teams" setting, the system will automatically grant them the right to initiate new sessions for all numbers under the tenant. If you do not want some users to have the right to initiate new sessions for specific numbers, you can remove them here

Application scenarios

Here are some reference use cases:

1. If you don't want salespeople to have the right to initiate conversations with some numbers, you can remove them from the authorized list

2. Numbers representing different product lines are managed by different employees, who only have the right to initiate new conversations for the numbers they are assigned

Basic Assignment Rules Configuration

You can set up automatic assignment rules for new conversations, including first priority and second priority rules:

First priority 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.

Second priority rules can choose not to assign; or assign in order, with the option to filter out offline receptionists.

You can freely combine these rules to meet different customer service needs and improve work efficiency.

Step 1: Enter the settings page of the target number.

Guidance: WhatsApp accounts > Settings > Assignment

Step 2: Set First Priority Assignment Rules

First priority assignment rules > second priority assignment rules. Turning on the first priority assignment rules button will prioritize the execution of first priority assignment rules. When these rules cannot be met, the second priority assignment rules will be executed.

When both are enabled, the priority of the first priority 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).

Step 3: Set Second Priority Assignment Rules

1. Set second priority 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: Assign conversation to available online agents based on workload.

• Option 4: Do not automatically assign conversations.

1. 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 Configuration

Advanced distribution rules are available to users who subscribe to Pro and higher versions. Click the "Tab" at the top to switch to the Advanced Assignment page, and click the "Create" button to create a new Advanced Assignment rule.

If you have already configured advanced allocation rules in other numbers of the same tenant and want to reuse some of their logic, you can select the corresponding rule in the pop-up window that appears and click "Copy". The copy button will copy the selected rule to your canvas as a draft, making it convenient for you to continue to modify and adjust it on its basis. If you want to start creating from a blank canvas, click the "Start from scratch" button, and you can enter the blank canvas.

Advanced Allocation Toolbox

Click the plus node after the module to select the condition module or the action module, or select the module you want to add from the left side, and then connect them after completing the configuration.

Condition Block

1. Click the "Add filter" button, and you can choose to add the necessary conditions from five options: country, language, ownership, last handled online agent, and message inbound time

2. The system will judge the various conditions of the incoming users in the order you have configured, from top to bottom, and enter the first matching branch and execute the subsequent distribution actions. If you do not configure an action module after the conditions, the user session will be transferred to the "Unassigned" list

3. Country: The system will automatically determine the user's country and region based on their mobile phone area code, and decide whether to enter the branch according to the country you have configured

4. Language: The system will try to determine the language the user is using, and if it succeeds in determining it, it will decide whether to enter the branch based on the language you have configured

5. Ownership: The system will automatically determine whether the incoming user already has an ownership, and if it detects that there is one, it will enter this conditional branch

6. Last Handled Online Agent: The system will determine whether the agent who assisted the user last time is online. If true, it will enter this conditional branch

7. Message Inbound time: According to the user's message arrival time, match it with the time period you have set, and those that meet the conditions will enter the conditional branch

8. Any incoming session that does not meet your configuration conditions will enter the "Else" condition branch

Agent takeover Block

1. Owner takeover: The conversation will be assigned to the agent that the user belongs to, regardless of whether they are online or not

2. Last handled online agent takeover: The conversation will be assigned to the agent who last assisted the user last time if he is online

3. Agent takeover: Agents assigned according to your needs

   1. Select a batch of agents and distribute the conversation to those who are online among them in sequence

   2. Select a batch of agents and distribute the conversation to them in order, regardless of whether they are online or offline

   3. Assign conversations according to the workload of online agents(the number of conversations that are open)

4. For unassigned conversations, if you want to reassign them according to the rules immediately after the agents come online, you can check the corresponding option on the list page. The rule mainly targets the following action modules:

   1. Last handled online agent takeover

   2. Agent takeover - Select a batch of agents and distribute the conversation to those who are online among them in sequence

   3. Agent takeover - Assign conversations according to the workload of online agents(the number of conversations that are open)

Canvas configuration, saving, and editing

1. After finishing configuration, you can drag the lines on the nodes to connect these blocks. Through the button in the lower left corner of the canvas, you can zoom in the canvas, or automatically adjust the canvas to the appropriate size. You can also arrange and tidy up the modules.

2. After completing all the configurations, click the "Check" button in the upper right corner to check if your configurations are compliant.

3. The system will automatically generate a name for this advanced allocation rule, and you can modify it in the upper left corner.

4. Click the "Save" button after completing the check to save your advanced assignment rule.

After completing the configuration, return to the advanced configuration list page, and click the "Edit" button to enter the canvas editing rules. When you're ready, click "Activate Advanced Rules" to switch to Advanced Assignment Rules. The assignment logic you've configured will take effect immediately after the switch.

Automation Rules Configuration

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.

Expand or collapse the settings content with the arrow on the right, and turn the function on or off with the switch

• 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

Customer Tag System Configuration

Enter Contact > Settings > Tags to manage system tags.

Agents can use predefined tags to better manage and filter customers.

Quick Reply Configuration

Enter Your preference > Canned Response to configure account-shared preset replies, which agents can quickly reference in chats.

🎉🎉 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.

View Real-Time Reports

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