Multi-Agent Configuration

Multi-Agent Configuration allows multiple team members to manage customer conversations from a single workspace. This helps teams collaborate efficiently and handle larger volumes of customer interactions.

Key Features

• Multiple agent accounts

• Team-based conversation assignment

• Agent permissions and roles

• Shared inbox management

• Internal team collaboration

User Roles

Administrator

Full access to settings, agents, conversations, and reporting.

Manager

Can supervise agents, monitor conversations, and access analytics.

Agent

Handles customer conversations and assigned tickets.

Conversation Assignment Methods

• Automatic assignment

• Round-robin distribution

• Skill-based routing

• Manual assignment

Best Practices

• Create role-based permissions

• Use clear team structures

• Monitor agent workloads

• Regularly review performance metrics

Benefits

• Faster response times

• Improved team collaboration

• Better workload distribution

• Increased support efficiency