Managing Chat settings

Agent provisioning

  1. Sign in to Heedify Admin Portal https://admin.heedify.io/ and select Agents from the left pane.
  2. Select + Add enter agent name, select Entity, Outbound call and License level
  3. Select Add

Queue configuration

  1. Sign in to Heedify Admin Portal https://admin.heedify.io/ and select Queue from the left pane.
  2. Select + Add, fill-up all necessary information as per need and select Save
  3. Select Channels tab, enable Chat option and select Save
  4. Go to Chat tab assign agents to channels

💡 For detailed Queue configuration, please check here.

Chat Flow configuration

  1. Sign in to Heedify Admin Portal https://admin.heedify.io/ and select Chat flow from the left pane.
  2. Select + Add, enter already created Bot information, bot key, flow name and entity then select Next
  3. On Greeting tab, select needed message, enter message body and Save
  4. On Routing tab, define needed routing. For more details, check Routing section
  5. On Functional Admins, select users that need to access to reports and click on Save

Routing

Possible routing steps types are available:

  • Customer choice : the bot send a an action with multiple choices

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  • Form : the bot display a form to be filled by the customer

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  • Queue : the message is routed to a queue (channel)