Create Live chat ticketing channel
Ticketing System
The ticketing system controls part of the live chat session assignment policy and live chat session handling policy. This affects the privacy level of ticket handling, and also the customer service flows as well.
Common Live Chat: Common live chat mode sends live chat tickets to the designated live chat channel directly. Agents will reply to clients in the live chat channel ticket sent, and all agents can see the conversation.
Ticket Picking: Ticket picking live chat mode sends a live chat picking ticket to the designated live chat channel. Agents click “Pick Ticket” to transfer the ticket to their own personal channel set up. The live chat session will be sent to a personal live chat channel and agents can reply to the client there. And other agents may not read the conversation if the personal live chat channel is configured in a separate private team.
Assign Same Agent: With the assign, same agent option turned on, future live chat requests from the client will be assigned to the agent who picked the live chat ticket automatically. However, there will not be a live chat request picked message sent to the client for future live chat requests. This is because the live chat ticket is not picked by the agent, but sent to their live chat channels directly.
Admin Assign: Admin assigns live chat mode and sends a live chat assign ticket to the designated live chat channel. This mode allows admins to assign the ticket to other agents. Instead of letting the agents choose which ticket to handle, the admin assigns the ticket to different agents and lets the best-suited agent handle live chat requests. To assign an agent to handle the ticket, the admin first chooses the agent in the message card. Then click “Assign Ticket”. The live chat session will be sent to the personal live chat channel configured by the agent. The agent will handle the ticket on their personal live chat channel.
Round Robin: Round robin ticketing mode sends the live chat session to all agents configured with personal live chat channels evenly. The round-robin queue is shared by the organization in Stella's Inbox. For multiple live chat channels set to round-robin mode, they use the same counter and same set of agents. A common live chat channel is still required for incoming live chats to send to for this mode, even the live chats will not actually enter the channel.
Create a Ticketing channel
Create a new Channel click on “join or create a team”
Now click on “Create team”
Select “From scratch”
Click on “Public” to create a team.
Type your desired name and description, Then click on “Create”
Your team is being created.
Install Stella Application to MS Teams team. Click on the Three dot option and click on “Manage team”
Click on “Apps”
Now Click on “More apps”
Now select “Stella Inbox”
Click on Add to a team
Your Inbox channel is now selected click on “Set up”
The setup card will be sent to the “General” channel upon the app is mounted on a team in Microsoft Teams.
Stella Inbox application is now installed on your new Teams.
Now go to your new Teams (Sales), click on the three-dot option and then click on “Add Channel” to create your desired ticketing channel.
Give a channel name and click on “Add”
Your ticketing channel is now created.
Now start a new conversation on your new channel and call the #Setup command to set your Live chat ticketing channel.
An adaptive card will be returned by Stella Inbox for a user to do the setup.
Now click on “Set current channel as live chat channel”
Type the name of the channel in the input field. The name will also be used as the identifier for the channel for toggling live chat from bot platforms. The name of the live chat channel set by the card can be set differently from the channel name set in Teams.
The result shall be returned by Stella Inbox to inform the result.
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