If your team works in a TIER model

Kristof Orts Updated by Kristof Orts

Inbox allows you to set up channels that reflect your team's tier structure. So you can set up a channel per level of urgency.

  1. Go to Inbox https://inbox.chatgenie.io/ and log in.
  2. Click the "+" next to channels
  3. Give your channel the name of your pod, for example "Tier 1"
  4. Invite the agents that are part of this team. Type their name and select them. By default you are already in the channel. Click confirm when you're done.
  5. Next you need to define what tickets should go into the channel in the Flow.
    1. You can select which board you want to receive tickets from
      To get live chats, set the source to Messenger. This will send all chats created from Teams, Slack, desktop, web, android, ...
    2. When you click rule, you can also select which priority the ticket has
    3. There are many other filters, such as Companies, where you can select specific companies that are VIPs, even specific contacts.
  6. Next, check Dynamic flows to remove any tickets from this channel that no longer match the flow
  7. You can also choose to route these tickets to Teams or Slack (depending on which you have integrated), by clicking on the "+"
  8. Click Save and you and your team should now see tickets appearing in your channel.

How did we do?

If your team works in a POD model