Optimize team collaboration to deliver exceptional customer support

Optimizing team collaboration is important for delivering exceptional customer support and maximizing efficiency. In this section, we provide you with a comprehensive guide on the best practices for team collaboration within Chative.IO.

Set up business hours

Setting up business hours will let your customers know when your team is available. To set up your business hours, please follow these steps:

Step 1: Log in to your account and navigate to the Settings section.

Step 2: Go to your organization settings and select Business Hours.

Step 3: In the Business Hours settings, you will see three options:

• Disabled: Your team is available 24/7 and you do not need to specify specific business hours.

• Office Hours: Allow you to set specific business hours for each day. You can adjust the start and end times for each day of the week.

• Agent availability: If your agents have different working hours. Here, you can set individual availability for each agent based on working hours or online status.

Set up auto-assign rules

By default, incoming conversations are unassigned in the inbox. With the default Collaboration setup, you can set assigned rules so that incoming conversations are automatically assigned to specific agents. Here is the step-by-step instruction on how to set up auto-assign rules.

Step 1: Go to Settings.

Step 2: Select Members.

Step 3: Navigate to Collaboration.

Step 4: In the Chat Assignment section, you can configure the assigned rules for incoming conversations.

• Manually assign conversations to an agent: Incoming conversations remain unassigned, you will have to manually assign conversations to a specific agent.
• Auto Assignment: Incoming conversations will be automatically assigned to any online agent.
• Default Assignment for Channel: Here you can assign a specific agent to a designated channel. All incoming conversations coming from that channel will be automatically assigned to the designated agent.

tip

 You can also enable the option to automatically assign conversations to the agent replying to a message.

Managing conversations

Here are some key features to help you organize and analyze customer interactions efficiently to provide personalized customer support, and improve team collaboration.

Add conversation topics

Easily categorize and label conversations with specific topics or subjects.

You can create new topics, and manage all existing topics in Settings.

Step 1: Navigate to Settings

Step 2: Go to Conversation

Step 3: Select Topics and click on Create topic

tip

 You can also quickly create a new topic during a support session by clicking on Add conversation topics next to the contact name while viewing a conversation in the Inbox.

Add conversation notes

Enhance collaboration and information sharing by adding notes to conversations. These notes provide important context, updates, or instructions for team members involved in the conversation.

Step 1: Go to your inbox

Step 2: In your inbox composer, click the Add note icon to add a new conversation note

tip

The conversation notes will only be visible to agents and team members involved in the conversation.:::

Switch organization

Chative.IO organizes channels and agents within dedicated spaces called Organizations. You can join and switch between multiple organizations you've been added to effortlessly.

To switch between organizations, follow these steps:

Step 1: Click on your account avatar icon.

Step 2: Select the Switch organization option.

Step 3: Click on the organization you wish to switch into.

Step 4: Your Organization will be switched successfully.

Utilizing mobile app during off-hours

Make the most of your off-hours by utilizing the Chative.IO mobile app. Our free and flexible app, with its user-friendly interface, allows you to stay connected with your customers and provide exceptional support anytime, anywhere.

You can quickly download the Chative.IO mobile apps here:

Or explore detailed instructions on how to use the mobile app.