See it work
Nobody is overwhelmed, and no conversation is lost.
At a glance
4 roles
Assignment with a limit per employee
3 extra seats
Conversations
Your whole team on the same conversations, and every employee knows their role.
Clear roles, email invitations, assignment that spreads handed-over conversations across the least busy employees without exceeding anyone's limit, saved replies for the team and each employee's performance in front of you.
What it does
Support team, in detail.
Roles with fixed permissions
Owner, admin, employee and viewer. Only the owner exports data, creates admin keys and appoints another owner.
Email invitation
An invitation valid for 72 hours, in Arabic or English, and the employee sets their own password.
Fair assignment
A handed-over conversation goes to the least busy employee who is online. Each employee has a maximum you set from 1 to 50, which is 5 by default.
Saved replies for the team
Private to an employee or shared, in Arabic and English, called up with a shortcut starting with / and with a usage counter.
Each employee's performance
Conversations, resolution rate and average customer rating, compared with your team's median, with CSV export.
Team activity log
The latest changes to knowledge, settings, billing and data, for the owner and admins.
How it works
From setup to your first customer.
Add the service
It adds 3 seats to the 2 in the core.
Invite your team
By email, each with their own role.
Set each employee's limit
The number of conversations they handle at the same time.
Follow performance
Compared with the median, along with customer ratings.
The full list
Everything in Support team.
21 features available today, in 5 groups.
The team
4 features
- 4 roles: owner, admin, employee and viewer
- An email invitation valid for 72 hours, in Arabic or English
- 3 extra seats with the service, on top of the 2 in the core
- Only the owner appoints another owner, and nobody changes their own role
Assignment
4 features
- To the least busy employee who is online
- A maximum per employee from 1 to 50, 5 by default
- Viewers are not assigned conversations automatically
- Take over a conversation, transfer it to a colleague, or hand it back to the assistant
Saved replies
5 features
- Private or shared with the team
- In Arabic and English
- Shortcuts starting with /
- A usage counter
- Created by the owner and admins
Quality
6 features
- A 1 to 5 rating in the website widget, with an optional comment
- A low rating is highlighted in the alert
- Each employee's performance: conversations, resolution rate and average rating
- Compared with the median, and nobody who handled fewer than 15 conversations is ranked
- An indicator for the assistant's reply speed and average resolution time, with an alert
- Export performance as a CSV file
Oversight
2 features
- A team activity log, filterable by area
- For the owner and admins
Clear limits
What it never does.
Rules written into the platform itself.
- Never
assigns an employee more than their limit.
- Never
assigns to an employee who is offline.
- No
Nobody changes their own role.
Works with
Every service is worth more when connected to others.
Questions
About Support team
What is in the core, and what does this service add?
The Inbox, taking over and handing over conversations, and automatic assignment are in the core. This service adds the team page and invitations, saved replies, employee performance, and 3 seats.
Does it measure support speed?
Yes. An indicator in Analytics tracks how fast the assistant replies and the average resolution time, and alerts you when it nears the target or exceeds it.
Where do customer ratings come from?
From the rating card in the chat widget on your website, from 1 to 5 with an optional comment, and a low rating is highlighted in the alert.