Incoming Message Sharing Scheme to Agent

Article author
Learning Center Mekari
  • Updated

Inbox is a Qontak Omnichannel feature where customer service will serve all user complaints in the form of chats that enter the Inbox.

In receiving messages there are several sharing schemes carried out by the Agent. The following is the scheme for sharing messages that go to the Agent.

  1. Open your Omnichannel Account. 

  2. On the Inbox page, supervisors can allocate customers to available Agents. However, Agents can also allocate customers independently without the help of Supervisors.

  3. Not only that, but the system will also automatically distribute customers based on the selected menu. The system can also automatically distribute customers to available agents.