Initial concepts
So, what we can do with the Platform?
How do I know if my company needs a chatbot?
Register and login
First Steps - Creating your project
Choose your plan
Profile
Permission System
Project Dashboard
Platform Glossary
Changing the Platform Language
2-Factor Authentication
Invalid authentication code
General settings
Artificial Intelligence
Agent Builder
Zero Shot Learning
WeniGPT
Weni Platform AI Module
Repository - Overview
What is an Intelligence?
Intents and Entities
Hands-on
Creating an Intelligence
Training your Intelligence
Strength of Intelligence
Testing your intelligence
Interactions
Translating your dataset
Versioning
Settings
API
Integrating Intelligence into a Project on the Weni Platform
Introduction to Content Intelligence
Integrating a Content Intelligence
Interface Updates
Glossary
Guidance and Best Practices
Flows
Expressions and Variables Introduction
Variables Glossary
Expressions Glossary
Flows Creation
Flows introduction
Flow editor and tools
Action cards
Decision cards
Adding Media to the message
Call Webhook: Making requests to external services
Split by Intent: Using Classification Artificial Intelligence
Import and export flows
Using expressions to capture the user's location
Viewing reports on the platform
Route markers
WhatsApp Message Card
Studio
Contacts and Messages
Groups
Messages
Triggers and Campaigns
Adding a trigger
Triggers Types
Tell a flow to ignore triggers and keywords
Campaign introduction
How to create a Campaign
Editing events
Creating contact from an external Webhook
Contact history
How to Download and Extract Archived Data
Channels
Settings
How to connect and talk to the bot through the settings
Adding a Facebook Channel
Adding a Viber channel
How a SMS Integration Works
WebSocket Connection
General API concepts and Integrations
How to create a channel on twitter
How to create a channel on Instagram
Main steps to active Whatsapp for UNICEF
Adding Discord as a channel
Creating a Slack Channel
Adding a Viber channel (RapidPro)
Weni Integrations
How to use the integrations module
Adding a Web channel
Adding a Telegram channel
How to create a channel with whatsApp demo
Whatsapp: Weni Express Integration
Whatsapp: How to create Template Messages
WhatsApp Template Messages: Impediments and Configurations
Supported Media Sending - WhatsApp Cloud
Whatsapp Business API
Integrations
Human Attendance
Weni Chats: Introduction to the Chats module
Weni Chats: Setting Up Human Attendance
Weni Chats: Human Service Dashboard
Weni Chats: Human Service Management
Weni Chats: Attendance distribution rule
Weni Chats: Using active triggering of flows
Weni Chats: CoPilot
Ticketer: Ticketer on Rapid Pro
Ticketer: How to integrate Rocket.Chat as a ticket service on the Weni Plataform
How to send message templates through RocketChat
RocketChat call routing
RCAdmin API: Agent-Activity
U-Partners - Proper use of features
Using groups to organize human attendance
Data and BI
How to Install and Use the Weni Data Connector for Power BI
Incremental Update - Power BI
Explore Weni's Database Documentation
Tips for Data Modeling in Power BI
Filter using Contact Fields in Power BI
UX Writing
- All Categories
- Human Attendance
- Weni Chats: Setting Up Human Attendance
Weni Chats: Setting Up Human Attendance
Updated by Manu da Silva
Configuring human assistance in the Chats module
Like the other Weni Platform modules, Chats is within a project, so the user who will configure Chats must be an administrator or moderator of this project.
For an agent to be able to use Chats, it is necessary to be inserted in a sector. Sector is what a service group is called, each sector is composed of at least one manager, one queue, one agent.
The service manager can make changes to the sector he manages, such as opening hours, adding or removing agents, creating new queues, removing and adding tags.
All of this management is done within the project under Settings > Chats.
Sector
In the sector is where the hours of operation of human assistance are defined, the limit of simultaneous assistance per agent, and it is possible to add tags so that agents, when finishing a service, classify the chat according to the subject, facilitating searches and subsequent reports.
Queue
A sector must have at least one queue. The queues serve to subdivide a sector, in case there is interest in having a sector with more than one group of agents. If you don't need this subdivision, just create a single queue.
It is possible to exemplify the use of queues thinking about a Technical Support sector, for this sector it may be interesting to have the Basic, Intermediate and Advanced queues where, through the bot's filtering, the contact is forwarded to the queue according to its need.
If the sector does not need subdivision, just create a single queue.
If an agent is inserted in more than one queue, regardless of whether they belong to the same sector or different sectors, Chats will forward the services according to the order of arrival for the agent.
Tags
The tags are used to classify service characteristics and allow the search and filtering of chats based on them, when ending a chat the agent will use the tags to classify the chat according to subject and other characteristics.