Beginner
8 min read
1. Define Agent Roles
Decide who needs access to the inbox. In WaveChat, you can assign roles like Admin, Support Agent, or Sales Rep. Ensure agents only have access to the conversations relevant to their department.
2. Set Up Routing Rules
Don't let messages sit in a general queue. Use automation rules to route incoming messages based on keywords (e.g., 'Pricing' goes to Sales, 'Help' goes to Support) or assign them round-robin to available agents.
3. Use Internal Notes
Train your team to use internal notes (mentions) instead of forwarding messages. This keeps all context in one thread, ensuring the next agent knows exactly what was discussed.