Distribution Settings Follow

Distribution settings allow you to control the order in which waiting conversations are assigned to teammates and configure how long a teammate's capacity remains occupied after closing a conversation.

To configure this,

• Navigate to the Profile Icon on the top right corner
• Click on Setup
• Head over to Conversation
• Click Distribution.

• Conversation Priority: It determines which waiting conversation is assigned first when a teammate has available capacity and multiple conversations are waiting. You can reorder the priority criteria using drag and drop.

  • Conversation Priority: Prioritizes conversations marked as high priority. 

  • Waiting Time: Prioritizes customers who have been waiting the longest for a teammate's reply.

• Wrap-up Time: Reserve a closed conversation slot briefly so teammates can complete notes before receiving new work. Here you can set for the different available channels such as Chat, Instagram, Facebook Messenger, WhatsApp,Voice & Text by Salesmate, Email forwarding.