WeChat Message Routing
Route incoming messages from WeChat
On Auto Response record, when Response Type = Transfer to Customer Service, the Assign Option field would display.
On Auto Response record, when Response Type = Transfer to Customer Service, the Assign Option field would display.
- If "Team" is selected the chat session will be assigned to the selected team.
- If "User" is selected the chat session will be assigned to the selected user.
- If Assign Option is "Contact Record Owner" then the Chat Session will be assigned to the contact record owner.
Customer Service Agent Availability
Currently within Chat app customer service agents can update their online/offline status manually by clicking on the dropdown menu below:
When customer service agent status is set to offline, incoming conversation originally assigned to user will be assigned to the “Default” team setup on the “Customer Service Account”.
Note: Currently the customer service agent online/offline statuses can only be set manually, the status will be linked to Teams availability and update automatically in the future release.
Currently within Chat app customer service agents can update their online/offline status manually by clicking on the dropdown menu below:
When customer service agent status is set to offline, incoming conversation originally assigned to user will be assigned to the “Default” team setup on the “Customer Service Account”.
