Support Team

The AgentSettings->Team settings allow the user to configure the team settings. The Support Team tab allows configuration of the Support team.

Each team member is identified by an email ID and the Domain he/she is working on. The domain and sub-domains are created using the AgentSettings->Basic->Domain section. Similar to the Development team members, the team member should be approved to ensure access to the project.

We can also mention the work hours of the support team under Work Hours sub-section.

Start and the end time of the support team availability should be defined. Then for the chats escalated outside the defined hours, a customisable message will be displayed.

We can customise the message by defining it in the Multilingual Responses section with the code SUPPORT_OFF_HOURS_MLT.