Tag
#Assignment & Routing
9 guides tagged Assignment & Routing.
Unified Inbox & MessagingClaim, assign & transfer conversationsMake it clear who owns a conversation by assigning it to a teammate, claiming it for yourself, or handing it…Channels — Webchat, Facebook, Instagram, Email, Lead FormsEmail as a channel + Webmail inboxTwo-way email that threads into the same customer record as their texts, plus a dedicated email-client…Phone, Voice & SoftphonePhone system (PBX) — extensions, ring groups, routingAn office phone system: extensions per person/desk, ring groups per team, and rules for how each inbound number is…Phone, Voice & SoftphoneAdvanced call routingFiner control over how a specific number or ring group answers a…Phone, Voice & SoftphonePer-user office hours / telephony scheduleEach team member sets their own weekly hours governing when their extension rings, goes to voicemail, or…Sales Pipeline, Tasks & Custom FieldsTasksAssignable to-dos tied to a contact or…Notifications & Internal MessagingInternal (interoffice) messages + notification centerTeam-to-team direct messages and broadcasts, plus a unified notification bell covering every…Multi-location / OrganizationsCross-location transfersMove a conversation or a phone number to a sibling location of the same…Compliance, Consent & GuardrailsSelective CC / loop-in supervisionGet an automatic copy of a specific team member's texts and emails — loop in a manager or owner without touching how…
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