Messages - Have Chats Appear for all Online Users?

[costarica]

We have 4 SalesPro Users and we thought we'd try to use Messages rather than Olark, which is what we currently use. I don't want to have this "Round-Robin" approach, as we may not always be at our desks, or perhaps we're on the phone, etc. Can we have the chats come in and all the online sales reps have a chance to answer it? I don't want to randomly assign them to someone who may not be available. Is this possible?

I'm really hoping that there is a way that we can make this work. I need all 4 of us sales agents to be available for chats and the fastest one get's the lead. Otherwise it doesn't work for us and I have to keep paying $75 a month to Olark Chat. Aside from the additional expense, there is more coding that we have to have on our site - slowing down the overall speed. Can you push this idea through to the people in charge? I believe I asked about this over a year ago, found no solution and kept on with Olark.

[costarica]

Hey @clioi! I definitely recommend reaching out to our Support team via the Help widget in the bottom right corner of your portal for a more customized solution. But I think for the use case you're describing, a good solution might be to use multiple Inboxes in Conversations so you can have one dedicated for the sales team 🙂

[costarica]

@clioi on the bot's agent handoff step, uncheck the "Assign this bot to an individual or team" option 🙂

[costarica]

Hey @costarica! You'll just want to edit the Routing settings for your targeted messages to go to Unassigned and make sure all your users have configured their notifications profile & preferences to be notified when unassigned chats come in 🙂

[costarica]

This is now possible in Conversations by routing to the Unassigned queue.

[clioi]

Agreed! We keep missing chats as the first available contact in round robin might be away from his desk and nobody else is notified of new chats, very frustrating!!

[hroberts]

This is now possible in Conversations by routing to the Unassigned queue.

[costarica]

Wow!  Great news!  Anything I have to do to set this up?  

[hroberts]

Hey @costarica! You'll just want to edit the Routing settings for your targeted messages to go to Unassigned and make sure all your users have configured their notifications profile & preferences to be notified when unassigned chats come in 🙂

[clioi]

Hi @hroberts, I'm unable to edit our chat routing settings as we use bots. How do I make the unassigned chat change within the bot? Thanks

[hroberts]

@clioi on the bot's agent handoff step, uncheck the "Assign this bot to an individual or team" option 🙂

[clioi]

thanks @hroberts. I suspect that if I do this then ANY user in our portal who has enabled notifications will be notified? We only want our 'sales' team to be able to view and reply to unassigned chats. Is there any kind of documentation on this yet or anybody in particular who can help us via email?

[hroberts]

Hey @clioi! I definitely recommend reaching out to our Support team via the Help widget in the bottom right corner of your portal for a more customized solution. But I think for the use case you're describing, a good solution might be to use multiple Inboxes in Conversations so you can have one dedicated for the sales team 🙂