Set up call escalation and routing rules so human team members can seamlessly take over voice calls and chat conversations from the AI agent.
How to Configure Team Member Routing
- Navigate to the team management section and open Member Settings for the desired user.
- Update the user's role, channel permissions, and contact details.
- Save changes to activate the updated availability schedule.
Frequently Asked Questions
What settings can I adjust for each team member?
- Role (Rol): Set permissions levels (e.g., Admin or Agent) for account management.
- Availability (Tillgänglig för): Toggle specific channels on or off for human transfer:
- Chattkonversationer: Enable to receive transferred live chat messages.
- Röstsamtal: Enable to receive escalated voice calls.
- Phone Number: Specify the target phone number where calls should be forwarded during a handoff.
- Working Hours (Arbetstider): Define exact hours during which the member is available to take transferred calls.
What happens if a call is escalated outside of a member's working hours?
If a handoff is triggered outside the configured Working Hours the system will either route the call to an available backup team member or prompt the user to leave a message, depending on your fallback settings.
If a handoff is triggered outside the configured Working Hours the system will either route the call to an available backup team member or prompt the user to leave a message, depending on your fallback settings.