Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Contact Us
  • Home
  • License Model - CPaaS Solution Answers
  • Omni-Channel
  • WhatsApp Solution

Organization Settings

Written by B3Networks Academy

Updated at November 14th, 2024

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • OSS/BSS Answers
    Access Control Admin Audit B3Network Master Account Channel App Contract App Customer App Discount App Edge Server File Management Finance App Invoice App Number Management Payment Portal Settings Price List Product App Release V2 SMS Gateway Supplier App Support Center Support Hub Business Hub Sales Hub
  • App Model - Organization Management
    General Account Settings Payment and Credits Billing & Invoices Developer Tools Members & Teams Subscription Management Audit & Reports
  • App Model - Communication Apps Answers
    Bizphone BizPhone Desktop Application Bizphone Mobile Application Wallboard SIP Fax Global DNC File Explorer Virtual Line Call Recording Direct Line SMS Marketing
  • License Model - Organization Management
    General Account Settings Payment & Credits Audit & Reports Email Call Rules & Holidays Members & Teams Numbers Tab Billing & Invoices Organization Connect CPaaS - DNC Security Policy Security Groups Security Events Tab
  • License Model - CPaaS Solution Answers
    Phone System - Admin Guide Phone System - End-user Guide Mobile App Desktop App Web Phone Auto Attendant - Admin Guide Developer Hub - Admin Guide Microsoft Teams Operator Connect - Admin Guide Microsoft Teams Direct Routing - Admin Guide Contact Center - Supervisor Guide Contact Center - Agent Guide Omni-Channel SIP Trunk CPaaS - SIP Trunk Power SIP Trunk CPaaS Fax CPaaS Hotdesking Contact Campaign File Explorer Power Mobile App Files App
  • Telcoflow
  • Integrations Answers
    Freshdesk MS Teams - Bizphone NewRock
  • Updated Regulations
  • Ideas Portal
+ More

Table of Contents

Set up WhatsApp Agent Capacity - Whole Organization Focus Mode Agent Capacities Chat Inactivity Action Set up WhatsApp Agent Capacity - Custom Setting Note: Create Canned Response - Whole Organization Create Personal Canned Response - User Level

Set up WhatsApp Agent Capacity - Whole Organization 

Follow these steps to setup Agent Configuration for your organization:

  • Go to Phone System
  • Select View - System
  • Go to Omnichannel - General
  • Under the section “Agent Configuration”, user will see Focus Mode & Agent Capacities

Focus Mode

  • Enable if you want agents to focus on either Calls or Chats.
    • Agents will not receive calls if they are handling one or more chats.
    • Agents will not receive chat assignments if they are on a call.
  • Disable if you want agents to receive both Calls and Chats simultaneously.
    • The default value is Disabled

Agent Capacities

  • Set the maximum number of conversations that an agent can be automatically assigned
  • Users can edit agent capacities by clicking on the Edit button:
  • Default values are as follows: 
    • Live chat: 3
    • Support ticket: 5
    • WhatsApp: 5

Chat Inactivity Action 

  • Auto-end assigned chat after a period of inactivity (hours):
  • Owner/Admins can set up auto-end assigned chat after a period of inactivity.
    • WhatsApp: Configurable from 1 to 1440 minutes.
       
  • Auto-end waiting chat after a period of inactivity (hours):
  • Owner/Admins can also configure auto-end waiting chat after a period of inactivity.
    • WhatsApp: Configurable from 1 to 1440 minutes.

Set up WhatsApp Agent Capacity - Custom Setting

  • Go to Phone System
  • Select View - Everyone
  • Select a user
  • Go to Agent Configuration
  • Select Follow Custom Setting
  • Select the desired number of transactions for WhatsApp
  • Click Save

Note:

  • The settings here will override the organization’s settings.
  • This action requires the People Permission Group.
 

Create Canned Response - Whole Organization

  • Go to Phone System
  • Select View - System
  • Go to Omnichannel - Canned Response
  • Click Create
  • Select type WhatsApp
  • Input 
    • Name
    • Short-cut
    • Content
  • Click Create

Once created, the canned response can be edited or deleted.

Create Personal Canned Response - User Level 

To create a canned response that will be used by a specific user only: 

  • Go to Phone System
  • Select View - Me
  • Select Canned Response
  • Click Create
  • Select type WhatsApp
  • Input 
    • Name
    • Short-cut
    • Content
  • Click Create

Once created, the canned response can be edited or deleted.


 

structure options group configuration

Was this article helpful?

Yes
No
Give feedback about this article

Related Articles

  • Submit Diagnostic Report
  • Overview
  • Set Up Public Holiday and Working Hours

© B3NETWORKS PTE LTD. All Rights Reserved.

Data Policy

Service Level Agreement

Expand