Advisors
What the Advisors module is: how it turns on, supervisors and advisors, the inboxes in Conversations, the routing rules and what an advisor can do in each chat.
On this page
What it is
Advisors organizes the people on your team into teams and routes to them the conversations you choose, with rules for capacity, time and hours. Each routed conversation has an advisor in charge.
The Advisors module is in Beta, through Early access, on accounts compatible with seller 2.0. An account administrator turns it on: no account is enrolled on its own.
How routing starts
Advisors has three separate steps: accepting Advisors in Early access, which turns the module on; setting up teams and advisors; and turning distribution on, which starts once there is an active team with at least one active advisor.
1. Early access
Accepting Advisors turns the module on.
2. Teams and advisors
Teams, hours and people.
3. Distribution
Starts routing with the saved settings.
Turning the Advisors module off pauses the routing of conversations among your human advisors and keeps the settings; it does not turn your seller off. When you turn it back on, routing does not resume by itself: you turn it on again.
Supervisors and advisors
An advisor is a user of your business: they first have to be in Users and then join a team, with their role (advisor or supervisor) and weight. The email they sign in with identifies them. The role in Advisors does not change their access permissions on the account.
With the Advisors module, administrators become supervisors and members become advisors.
| Role | What they do |
|---|---|
| Supervisor | Supervises the team and administers the account |
| Advisor | Handles conversations, without supervising or administering |
Inboxes in Conversations
With Advisors, Conversations adds inboxes: Mine, Pending (offered and not taken yet), In progress and Attended. A supervisor sees all of them plus All. An advisor sees Mine, In progress and Attended; they see All only if Advisor visibility is The whole business, and that does not change whom they can reply to.
| Inbox | What it holds | Supervisor | Advisor |
|---|---|---|---|
| All | The whole business | Yes | Only with The whole business |
| Mine | The ones they are in charge of | Yes | Yes |
| Pending | Offered and not taken yet | Yes | No |
| In progress | The ones being handled | Yes | Yes |
| Attended | The ones marked as attended | Yes | Yes |
Routing rules
| Rule | Values |
|---|---|
| Conversations to distribute | Handed off by the assistant, With a sale, Handed off and with a sale or All |
| Advisor visibility | Only their own or The whole business |
| Capacity per advisor | 1 to 100 active conversations |
| Time to accept | 60 to 3600 seconds, then it is offered to someone else |
| Assignment attempts | 1 to 10 |
| Weight | 1 to 5, per advisor within their team: weight 2 gets twice as much as weight 1 |
| Working hours | Per team: each team only receives during its hours. A new team works Monday to Friday, 9:00 to 18:00 |
| Time zone | One for every team’s working hours |
Pausing an advisor cancels their pending offers and keeps their history. A paused team stops taking part in new routing. Turning distribution off cancels pending offers and stops new routing, and also keeps the history.
In each conversation
Mark as attended
Closes it for the advisor and frees a slot. Does not turn the seller back on.
Reassign
Passes it to another advisor, with a reason. Only if it was handed off to a person.
Notes
Internal: the customer never sees them. They can record a call.
Timers and alert
How long the customer has waited and how long the advisor has gone without writing. A sound plays when a conversation arrives.
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