Efficient customer support is the backbone of any successful business. Hoola's agent and team assignment feature is ideal for managing your support workflow, you can do it from the Settings section or directly from your Inbox section as explained in this guide, which will walk you through the process of assigning and reassigning conversations, helping you optimize your team's productivity and enhance customer satisfaction.
Benefits of Using Agent and Team Assignment:
Improved response times
Balanced workload distribution
Specialized handling of customer inquiries
Enhanced team collaboration
Increased customer satisfaction
Assigning Agents
To assign another agent or team to a conversation, use the assign button in the top right:
You will be prompted with a dropdown of
Active Agents
Active Admins
Teams of agents you created
When you select an agent to assign, it will show in the same location in the top bar.
When you assign a chat to another agent or team, it will show up for them accordingly in “My inbox”
Re-assigning / removing
To remove an assigned agent.
Click on the “x” next to the assigned person
To re-assign agents, remove the assigned person and repeat the steps above to assign someone else.
Assigning Teams
When you decide to assign a team, it will be visible for all agents assigned to that team, in the teams folder:
