The Message Center supports automatically assigning conversations to your employees and managing conversations on behalf of other employees. Hence, you can have more flexibility in message management.
This article will cover the following:
1. Automation assignment
Step 1
In the SHOPLINE Admin, go to [Social Commerce] > [Message Center]. On the left menu, select [More Settings] > [Working Hours Assignment] and click New working hours.
Step 2
Set the store time zone, name of the working hours, working day(s), and scheduled hours. Click Save to complete.
The established working hour range will appear on the settings page. Click the icons on the right to edit or remove the working time.
Step 3
Click [More Settings] > [Auto-Assign Conversation] on the left.
Step 4
Complete the relevant setup:
- Switch on the "Automation assignment" toggle.
- Click the + Working hours button in the employee list below to set the employee's working time. Select the working time established in Step 2.
When the customer sends an instant message, the system will automatically assign the conversation to the employee at work.
*Assignment rules:
- A message will be automatically assigned only when the "Automation assignment" is on and there are employees at work.
- If the "Automation assignment" toggle is turned on, but there are no employees at work, the message will remain in the pending assignment status.
- When more than one employee is at work, the system will assign messages in chronological order, based on the last time the employees were assigned.
- When there are employees who have been assigned to a conversation and employees who have never been assigned to a conversation, the system will assign the conversation to the employees who have never been assigned.
- If more than one employee has never been assigned to a conversation, the employees will be randomly assigned until all of them have been assigned. Afterward, the system will assign conversations based on the last time the employees were assigned.
*Notes:
- This feature currently only supports the automatic assignment of private message conversations.
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If the store administrator is not found in the employee list, go to [Settings] > [Permission & Security] and edit the access right of the manager. Select the Message Center tab and check the box for "Send Message" (Wait 5 minutes after editing the permission).
2. Managing conversations on behalf of other employees
On the instant message page, open any sessions that have been assigned to other employees and you will still be able to reply or create orders for customers.
For example, the following conversation is assigned to staff member L, but staff member A can still reply to this message without the system changing the original assignee (staff member L).
*Notes:
- This feature is also applicable for replying to Facebook posts and instant messages in the Message Center, and sending instant messages on the livestream and the post sales page.
- If the administrator is unable to respond on the behalf of other employees, please proceed to [Settings] > [Permission & Security], in the "Message Center", check "Assign and manage conversations on behalf of employees", and click Update.
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