Quick Trick: Within conversation screen view the username against each outbound message sent.
Managing customers conversations just became a lot easier.
Within the conversation history you can now see which user sent each message and who is currently assigned to each conversation.
The addition of the ‘Unassign Conversations’ functionality enables you to unassign yourself from a conversation, or if you are an Admin at the parent organisation level, to unassign any user from a conversation. Thus, giving users this ability to manually manage and free up conversations in queues so additional agents can work on them.
For example, the redistribution of already assigned conversations to a newly logged in users allows mangers to redistribute conversations and better manage conversation volumes to get agents engaging with customers faster.
Editing and adding User Roles
Quick Tricks: To edit the User Roles click into Organizations, click into the specific named organization, scroll down to User Roles and then either Edit an existing role or Add User Role. User Roles determine which parts of the platform users can ...
Adding a new user
To add a new user you need access to the User page. If you don't have access speak with your administrator. Quick Trick: Adding new users in Webio can be done in 3 steps; Click into users, Click Create New User, Fill in the details and click ...
Sending a message
Quick Tip: Click into the conversation you want to reply to, type your message and click Send or hit enter. You are able to reply to a conversation by clicking into the conversation screen. You can scroll through the queues you have access to and ...
Quick trick: Log in as an Admin, click on Users, click into the specific username, toggle suspend from orange to grey, click Update User Users that have access to the User area can unsuspend user accounts from their organisation or any of their child ...
Logging into Webio for the first time
Once your user account has been created you will receive an email with a link to set your password. If the email hasn't been received, check in your junk folder. Clicking on the link will let you create your own password and ensure it meets the ...