What can a Supervisor do?

A Supervisor looks after the sales chats. They see every chat in the Inbox, can answer any of them, move chats from one seller to another, watch the chat team live and check everyone's response times. They also work with customers and follow-up tasks. They do not change settings.

Where to find it

Give the role in Admin › Administration › Users & access › Users & logins. Open the person (or press Add user), pick Supervisor and press Save.

The Supervisor then works in Admin › CRM › Inbox › Inbox and Admin › CRM › Customers › Customers.

Who can use it

Good to know

• The role ticks four boxes: CRM — see customers, CRM — work with customers, Inbox — own chats and Inbox — every chat.
• Can be given: website customer accounts, order and product reports, the sales team, daily work report, website live chat and YouTube comments.
• Inbox settings (sellers' shares, answer rules, replies, pages on / off) is the Admin's and the owner's work; the form shows it as not usual for a Supervisor. Connecting a page with its token stays with the owner.
• Courier data stays closed. Even with the sales team tick, a Supervisor does not see courier parcels. Only the owner, Admin, Manager, Marketing Manager, Production Manager (to see only), Courier Manager and sellers (own pages) do.

Example: at "Rangdhanu Fashion" one seller goes home sick. The supervisor opens Inbox, picks her open chats and moves them to another seller, so no customer waits.

Common problems

• The Supervisor sees only their own chats. Check that Inbox — every chat is ticked.
• The Inbox link is missing or locked. The Inbox opens only on a running Premium (or Custom) package, not in the free trial. Check Package & billing.

Related

• Who can see which chats?
• How do I read the Inbox performance report?
• How does the office move a chat to another seller?
• Which roles are there and what does each do?