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Organization Settings

Set up WhatsApp Agent Capacity - Whole Organization​

Follow these steps to setup Agent Configuration for your organization:

  • Go to Phone System
  • Select View - System
  • Go to Omnichannel - General
  • Under the section “Agent Configuration”, user will see Focus Mode & Agent Capacities

Focus Mode​

  • Enable if you want agents to focus on either Calls or Chats.
    • Agents will not receive calls if they are handling one or more chats.
    • Agents will not receive chat assignments if they are on a call.
  • Disable if you want agents to receive both Calls and Chats simultaneously.
    • The default value is Disabled

#### Agent Capacities

  • Set the maximum number of conversations that an agent can be automatically assigned
  • Users can edit agent capacities by clicking on the Edit button:
  • Default values are as follows:
    • Live chat: 3
    • Support ticket: 5
    • WhatsApp: 5

#### Chat Inactivity Action

  • Auto-end assigned chat after a period of inactivity (hours):
  • Owner/Admins can set up auto-end assigned chat after a period of inactivity.
    • WhatsApp: Configurable from 1 to 1440 minutes.
  • Auto-end waiting chat after a period of inactivity (hours):
  • Owner/Admins can also configure auto-end waiting chat after a period of inactivity.
    • WhatsApp: Configurable from 1 to 1440 minutes.

### Set up WhatsApp Agent Capacity - Custom Setting

  • Go to Phone System
  • Select View - Everyone
  • Select a user
  • Go to Agent Configuration
  • Select Follow Custom Setting
  • Select the desired number of transactions for WhatsApp
  • Click Save

Note:​

  • The settings here will override the organization’s settings.
  • This action requires the People Permission Group.

 

Create Canned Response - Whole Organization​

  • Go to Phone System
  • Select View - System
  • Go to Omnichannel - Canned Response
  • Click Create
  • Select type WhatsApp
  • Input
    • Name
    • Short-cut
    • Content
  • Click Create

Once created, the canned response can be edited or deleted.

### Create Personal Canned Response - User Level

To create a canned response that will be used by a specific user only: 

  • Go to Phone System
  • Select View - Me
  • Select Canned Response
  • Click Create
  • Select type WhatsApp
  • Input
    • Name
    • Short-cut
    • Content
  • Click Create

Once created, the canned response can be edited or deleted.