The Assignment and Marked Done systems work in tandem to help you and your team stay organized when dealing with an influx of conversations. Assign contacts to specific operators and archive finished conversations with Marked Done.
Assignment and Marked Done are designed to work together to reduce the workload of the operator and manager. There are a few key actions that happen automatically to achieve this:
Anytime a contact has been Marked Done and they send a message, they will be Marked Pending
Responding to any unassigned contact will automatically set them to be assigned to you
Marking a Contact Done will also automatically unassigned the contact from the operator
The Assignment drop-down can be found on the top right corner of the Messaging Module and it may be used to Assign or Reassign a Contact to a user. The dropdown will list all the available operators with their avatars. In addition to that, you can also search for a user using the search box.
Next to the Assignment drop-down, there is a button where the operator can mark a contact as Done or Pending. When a Contact is Pending, they can be marked as Done. When a Contact is Done, they can be marked as Pending when necessary.
As you chat with contacts you will need to navigate between contacts assigned to you and contacts that are unassigned. You can do this easily by switching between the 2 main tabs of the Contact List.
You can also view all contacts in your contact list.
All contacts filtered by Pending or Done
Or all contacts assigned to any operator or manager.
If you have any questions please don’t hesitate to contact us.