Inbox: Assign collaborators to a Contact
under review
Y
Yihui Chan
Business problem
There are cases where both a Sales rep and a Customer Support agent will need to be assigned to a Contact. When a customer have questions that the Sales reps are unable to answer, the Customer Support agent is able to jump in to help.
Desired outcome
You can assign one user per Contact as the main contact point for customers. However, by introducing "collaborators", users can also be assigned as a collaborator to support the assignee if needed.
Current limitation
Only one user can be assigned to one Contact.
S
Shi Hui
marked this post as
under review
N
Nabilah Binti Salleh
Merged in a post:
Assign contact to human agent, but AI agent talks first to contact, while owned by human agent
J
Junior Vargas
When a conversation is started by the incoming lead, asign it, by round robin, to a team member; but the AI agent should talk first, and automatically with the customer to nurture it and qualify it. The human agent should be able to see the conversations that the AI agent is having with the customer, so he can be able to take over the conversation when needed. At this moment the AI agent is starting all the conversations, and humans agents can´t see the conversations.
J
Junior Vargas
more than 2 years after and we still miss that feature
Jay Lim
Looking forward to this. I've used this countless times when using another WABA provider and it's incredibly helpful.