Settings

Manager's 1st Day: Account Setup

• Connect your digital channels
• Build up your team
• Adding new users
• Adjust Intelligent Routing and goals

Queue Routing

• General Settings
• Setting up a Queue
• Filters explained!
• Sub-Queues
• Agent occupancy

Administration

• Approval proces - set up
• Setting up business hours
• SLA
• User Statuses
• Set up manual tagging
• Quick Responses

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Connect your channels

• Channels Settings Basics
• Connect your digital channels
• Facebook
• Twitter/X
• Instagram
• Instagram DM

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Custom Fields

• What are custom fields?
• Customer Card Custom Fields
• Case Custom Fields
• Hierarchical Custom Fields
• Custom fields per channel
• Custom Fields in Reports

Advanced Features

• Create a Formatted Signature for Outbound Emails
• Sending a transcript e-mail
• Co-Browsing
• WhatsApp
• Apple Business Chat
• Single Sign-On

Chat

• Live Chat
• Live Chat from the Agents' perspective
• Proactive Chat Pop-ups
• Live Chat Reporting
• Async Chat in practice
• Set up your Async Chat

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