Getting Ready 2 - Setting Up Departments and Staff Profiles

Setting up departments and staff profiles is essential for managing your customer support effectively. The "Live Chat, Contact Form & Ticket System" module allows you to organize your support team into departments and assign staff members to handle customer inquiries efficiently.

Understanding departments

In the module, a department represents a specific area of your support team, such as Sales, Technical Support, or Customer Service. Organizing your team into departments helps in routing customer inquiries to the right people, ensuring faster and more accurate responses.

How to create a department

Step 1: Access the department settings

• Go to the module configuration page.
• Navigate to the Settings tab.
• Select the Departments sub-tab.

Step 2: Enable the options:

• Allow staff to transfer their conversation to another department.
• Allow staff to see past messages from customers.

Step 3: Add a new department

• Click the Add department icon.
• Enable the department by toggling the Enable option.
• Enter the Name and Description of the department.
• Select the staff members who will be part of this department (excluding Super admin profile employees).
• Save the department.

Step 4: In the department's list, you can sort the order of departments by dragging and dropping the Sort order field.

How to edit staff profiles

Step 1: Access staff settings

• Go to the module configuration page.
• Navigate to the Settings tab.
• Select the Staffs sub-tab.

Step 2: Edit staff profiles

• From the list of staff, choose the staff member you want to edit.
• Click the Edit icon next to their name.

Step 3: Update staff information:

• Nickname
• Email
• Avatar
• Signature
• Status (enable/disable)

Step 4: Save the updated profile information.

By setting up departments and updating staff profiles, you ensure that customer inquiries are handled by the right team members, improving response times and customer satisfaction.