Who is responsible for handling new conversations?
It's obvious when only one person has the job.
But as soon as you have a team, you're leaving it up to them to decide... and that never goes well!
Unobox automatically assigns new conversations to specific people as per your instructions.
An operator is someone who is responsible for handling a new conversation... resolving it straight away if it's simple and assigning it to others if it's complex.
All you have to do is specify which of your team members can take that responsibility and Unobox will load-balance new conversations between them. If you only want a specific person to do it, then specify just that person as the Operator. Otherwise, specify multiple Operators. Or connect a bot and let that serve as your Operator.
Summary
- Only operators get notified when consumers open new conversations.
- Operators can assign conversations to the best person or team for resolution.
- One or more people can serve as operators.
- New conversations are automatically load-balanced when multiple operators are designated.
- Use a bot as an operator.
