All you have to do is set a name and description for your desired team, and add agents to it. Later, you will be able to see your teams through your chat sidebar, and select the relevant one for that conversation.
EngageOne · Create team
Team nameBilling
DescriptionInvoices, payments and refunds
Allow auto assign
Agents
PPriyaRRahulAAnita Add agent
Team “Billing” created
Auto assign your conversations to specific teams
With Automations, you can set conditions and keywords in your incoming messages to automatically assign such conversations to the relevant team. This helps you and your customers get faster resolutions.
EngageOne · Automation rule
Send billing questions to the Billing team
When
Conversation is created
↓
If
Message contains “invoice” or “refund”
↓
Then
Assign to team Billing
Routed to Billing instantly
Team analytics
Easily see how each of your teams is performing. View metrics like conversations, incoming and outgoing messages, First Response Time, etc. filtered by your teams. Filter these reports by duration and business hours, and download them to your system.
EngageOne · Team report
SalesSupportBillingOnboarding
Conversations
642
+8%
Incoming messages
3,180
First response
2m 36s
Resolution time
58m
MonTueWedThuFriSatSun
Support team · 6 agents
Route every conversation to the right team
See Driansh EngageOne teams in action with a personalised demo.
