In-Depth Explanation of the Maxchat Agents Sub-Menu: Managing Agents, Divisions, and Settings

The Maxchat platform provides three main roles that you can create and assign within your team:

• Admin: Admin has full access across the platform. With an Admin account, you can create Agents (including Admins, Supervisors, and other Agents). Admins can configure settings related to Agents, Integrations, Chatbots, Greetings, and more. Only Admin accounts can create Supervisor accounts and assign which Supervisor will oversee certain Agents.
• Supervisor: This role is designed to oversee accounts with the Agent role. Supervisors primarily focus on using the reporting feature to monitor the performance of the Agents they manage. In addition to monitoring, Supervisors can perform most tasks that Agents can, such as replying to chats, sending broadcasts, and monitoring tickets. When logged in as a Supervisor, the visible menu is similar to Admin, but they do not have access to the Settings and Integration menus. One Supervisor can oversee multiple Agents. As mentioned, Supervisors can only be created by an Admin.
• Agent: Agents have limited access, focusing mainly on customer service-related functions. Agents can chat, send broadcasts, and view ticket and contact data.

Agent Management: Managing Your Team List

In the Agent Management sub-menu, you can view details of all Admins, Supervisors, and Agents registered in your account. You can also perform various actions such as adding, editing, or deleting them.

• Viewing Your Team List: A table displays all Admin, Supervisor, and Agent accounts you have created. You can search or filter the data by Role, Name, or performance metrics such as most assigned chats, most resolved tickets, or ticket handling volume.
• Information in the Table: Each row in the table contains the following details for each account:
• Adding New Team Members: You can add new Admins, Supervisors, or Agents by clicking the + New Agent button. The new account will automatically appear in the table.
• Editing Team Member Data: To update details or settings of any Admin, Supervisor, or Agent, simply click on their entry in the list.
• Deleting Team Members: If you need to remove a user, click Remove in the edit window of that user.
• Searching Team Members: Quickly locate specific users using the search bar.

Organizing Teams with Agent Divisions

The Agent Division sub-menu allows you to create divisions to group Agents or Admins based on their function or department. You can also add, edit, or delete divisions here.

• Viewing Divisions: A table lists all divisions you have created.
• Information in the Division Table:
• Adding a New Division: Click the + New Division button to create a new division. The new division will appear in the table.
• Editing Division Data: To modify a division’s details, click on its entry in the list. You can change the Division Name and update the Agents assigned to it.
• Deleting Divisions: If a division is no longer needed, click Delete in the edit window to remove it.
• Searching Divisions: Use the search bar to find divisions by their Division Name.

Agent Settings: Ensuring Smooth Customer Service

The Agent Setting sub-menu contains important configurations, particularly related to Auto-Handover Agent. This feature automatically transfers active conversations to another available Agent if the current Agent goes offline. Its main goal is to ensure continuous and uninterrupted customer service.

• Details in Agent Setting:
• Important Notes about Auto-Handover:

By understanding and using the tools in the Agents sub-menu, you can efficiently manage your customer support team in Maxchat, assign roles, organize them into divisions, and ensure smooth operations using the Auto-Handover feature.

If you require further assistance, please contact the Maxchat support team via WhatsApp.

Need other guides?Visit the Maxchat documentation for comprehensive information on features and usage.