Documentation

Advanced features

SLAs, assignment, campaigns, WhatsApp templates, security and more.

10 articles

1SLA policiesSet first response, next response and resolution targets in EngageOne, apply them with automations, and spot misses on conversations and in reports.
2Assignment and agent capacityLet EngageOne assign new conversations automatically: round robin per inbox, team auto-assign, assignment limits and capacity policies.
3CampaignsSend proactive website chat messages based on URL and time on page, and schedule one-off SMS and WhatsApp campaigns to labelled contacts.
4WhatsApp templatesCreate WhatsApp message templates in EngageOne, submit them to Meta, keep them in sync and send them in conversations outside the 24-hour window.
5Agent botsConnect your own bot to EngageOne with a webhook: receive conversation events, reply through the API and hand chats to a human agent.
6Conversation priorityMark EngageOne conversations as urgent, high, medium or low, sort and filter by priority, and set it automatically with automations and macros.
7Message signaturesCreate your personal EngageOne message signature, turn it on per channel from the reply box, and see how it looks on each channel.
8Audit logsSee who signed in and who changed agents, teams, inboxes, automations and settings in your EngageOne account, and filter the log by person, event and date.
9Single sign-on (SAML)Let your team sign in to EngageOne through your identity provider with SAML SSO: the settings to copy, attributes to send and how roles work.
10Two-factor authenticationProtect your EngageOne sign-in with a code from an authenticator app, save backup codes, and turn two-factor authentication off when you need to.

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