Open Inbox settings, change the numbers in the 2. Rules box and press Save rules. There you set how chats are shared, the answer target, when a seller is warned, when an unanswered chat moves, and how many times it may move.
Where to find it
Admin › CRM › Inbox › Inbox settings, box 2. Rules.
You need the Inbox settings tick. Admin gets it with the role, and the store owner always has it.
Step by step
- Go to Admin › CRM › Inbox › Inbox settings.
- In 2. Rules, set the fields below.
- Press Save rules.
| Field | What it does | Default | Allowed |
|---|---|---|---|
| How new chats are shared | By the shares (%) or one after another | By the shares | — |
| Answer target (minutes) | Your goal for the first answer. Used in the Inbox performance report ("Answered in … min", "On target"). It does not move chats. | 5 | 1–240 |
| New customer not answered: warn the seller after (minutes) | When the countdown turns red and the seller gets the red warning | 1 | 0–1440 |
| …and move it to the next seller after (minutes) | When an unanswered new customer moves to another seller. 0 = never move. | 2 | 0–1440 |
| After this many moves, wait for the office | After this many late moves the chat is marked Escalated and stays put | 3 | 1–10 |
Below the numbers:
- Give new chats only to sellers who are Available (on by default). Turn it off and sellers who are on get chats without pressing Available, but never during a break.
- Break reasons, one per line. Sellers pick one when they press Break. The defaults are নামাজ, খাবার, চা বিরতি, মিটিং and অন্যান্য.
Good to know
- The warning must come before the move. If the warning minutes are the same as or more than the moving minutes, nothing is saved.
- Half minutes work. The warning and moving times take steps of 0.5, for example 1.5 minutes.
- Answer target vs moving time. The target is only a goal for the report. The moving time is what actually moves chats.
- Once a seller answers, the customer stays with them whatever these numbers are.
- The same box also holds post comment settings, closing a chat only with a category, the message sent when an order is made from a chat, the Messenger Human Agent option and the Meta app secret. Saving keeps all of them together.
Common problems
- "The warning must come before the chat moves." Make the warning time smaller than the moving time, or set moving to 0.
- Too many chats move. Give sellers a little more time in the moving field, or check that enough sellers are Available.
Related
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