Qwil Messenger supports providing services to clients via a pool of resources as well as named individuals. This allows customers to leverage Qwil to provide services in the same way you can with a call centre/single phone number entry point.
What to expect?
- 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 (or other team members) for the duration of the conversation with the client.
- Once a chat thread is not longer required between the client and the named staff user, the staff member can remove all participants and leave the chat themselves.
How do I set it up?
Create a team staff user account
Follow the steps to create a staff user but enter the details for your team as shown in the example below. Your team account will still require a unique company email address and mobile phone number to receive the SMS codes for secure access. This needs to be a number accessible to any staff member who will need to have access to the team account queue.
Setup group memberships for client access
Once you have created the account, be sure to edit the contact details to show a contact number for the team instead of the secure phone number. Another best practice to consider is adding the contact hours of the team to be part of the job title for the account.
Once you have created the account add it to the contact groups of the clients who can directly access this team.
You can also add the staff member to all client contact groups using our excel CSV template as explained in this guide Import Contact group members.
Setup access for the team members
For each team member who will access and manage the Team account queue, you need to setup their desktop to access the newly created account. As these users will have two accounts to switch between on their desktop, we recommend that the desktop application be used for the team account, and the browser be setup as the user's personal account.
When setting up the account, make sure you have recorded the account recovery code for the team account as a backup. Also ensure your mobile phone for the account is accessible as and when required.
Below are a few useful links which were referred in the help above: