When a new customer writes, the Inbox gives the chat to one seller by itself. By default it goes by each seller's share (%): the seller who is furthest behind their share gets the next chat. You can switch to "one after another" instead.
Where to find it
The sharing method is in Admin › CRM › Inbox › Inbox settings, box 2. Rules, field How new chats are shared. Shares are in box 1. Sellers and their share. Both need the Inbox settings tick (Admin has it with the role, the owner always has it).
How it works
Two ways to share:
- By the shares (%) — Weighted (the default). Each seller has a share. Over time each gets about that part of the new chats. Example: at Rangdhanu Fashion, Mitu has 50%, Rafi 30% and Sumi 20%. Out of 1,000 new chats, Sumi gets about 200. The next chat always goes to whoever is furthest behind their share right now.
- One after another — Round robin. The chat goes to the seller who got a chat longest ago, so everyone takes turns.
Who can get a new chat. Only a seller who:
- is ticked Takes chats with a share above 0%,
- has pressed Available in their Inbox and has the panel open (when the rule Give new chats only to sellers who are Available is on, which it is by default),
- is not on a break,
- serves the page the customer wrote to (a seller with no pages ticked serves every page),
- has fewer open chats than their Max open chats, if you set one.
With weighted sharing, the shares are counted only among the sellers who can take a chat at that moment. If Rafi is on a break, Mitu and Sumi share his part until he is back.
Good to know
- A customer stays with their seller. Once a seller has the customer, the customer's next messages go to the same seller. They move only if the office moves them, or if that seller stops work (not Available) and someone else is working.
- Nobody can take it. The chat waits without a seller (the No seller tab for the office) and is given out as soon as someone becomes Available. If Telegram alerts are connected, you get an alert that no seller is available.
- Saving the shares starts the count again. After you press Save shares, everyone's count of chats starts from zero.
- If the Available rule is off, sellers who are on still get chats without pressing Available, but never while on a break.
Common problems
- One seller gets almost nothing. Check that they press Available and keep the panel open, that their share is not 0, and that their page is ticked.
- Chats pile up with no seller. Nobody is Available, or everyone is at their Max open chats.
Related
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