Support for Teams
Qwil Messenger supports providing services to clients via a pool of team resources as well as named individuals.
A team user account can be setup and added to the address book of external users who can contact the team for support.
Members of the team have their own account that is not directly accessible to clients.
However, the team users have access to both the team account and their own and are able to transfer work to themselves for the duration of the conversation with the client.
Once the conversation is complete, all users are removed from the thread which means that the client has to create a new thread on the team queue to get service, exactly the same way they would if they were calling a contact centre for services.