Roles: Admin, coordinator, operator

Access and permissions depending on the role

Through the Customer Service module, it is possible to view and respond to queries that have been referred to the CS, centrally manage referrals from the different channels, generate new users for operators, and many more options.

The Customer Service backend can be accessed as Admin, Coordinator, and Operator.

Access to options and permissions to use them depend on the role assigned.

See below for more detail

Access as an Operator

When an Operator accesses the Customer Service panel, they can only see and respond to the queries that have been derivate.

Only the Admin and the Coordinator can derive inquiries between the operators.

Access as Coordinator

Inside the Customer Service panel, the Coordinator has permissions to create and modify the following options:

Knowledge base
- They can create default responses for operators to select and reuse within the chat.
HSM
- HSM messages can be sent from the Customer Service module. These types of messages can only be sent after 24 hours have passed since the last user interaction. To learn more about HSM messages, you can see this guide.
Opening Hours
- You can edit the CS's hours of operation by day and time: with a recurring option and with a special option: for example, vacations, holidays, etc.
- You can also leave an automatic response message if users write outside business hours and days.
- There is an option for queries to be referred to the operator so that they can see them once the service begins. >> in which the CS is activated.
Origin of queries
- Queries can be referred to by different operators depending on what type of query the user makes. For example, payments, follow-up, and claims.
- The coordinator can assign query types by an operator when the user is created.
Query resolution
- It is a list of possible reasons why an operator may terminate a query.
User Management
- By default, this option is not activated, but the coordinator can be given permission to view, edit, delete, and create users.
- Only users for Customer service (Users who need to access the Customer Service Module must be created within that module)

Access as Admin

If the role is Admin, you can have access to all the above-mentioned Coordinator, Operator, and also:
- Multiple derivations>> Tool that allows the Administrator to have the option of manually deriving the queries assigned to one operator or another. This tool is extremely useful, for example, in the case of the absence of an operator, allowing all the queries assigned to the operator to be derived in batch absent operator to another who can attend to them.
- One admin and two operators. If someone is out, I send all the active queries to another operator, I forward them.
- Users: The Administrator can create, edit, or delete users.

Chat-Tonic Knowledge Base