Chat Assignment, Departments and SLA

The right chat in front of the right person

As your team grows, "who answers this?" needs an answer. KonekSip lets you route chats and measure how fast you reply.

Assignment and departments

• Departments. Create departments such as Sales or Technical and put each member in one. Members without a department belong to the default Customer Service department.
• Assign by hand or let it happen. Give a chat to an agent or a department. With automatic assignment on, a new chat goes to the agent of its department with the fewest open conversations. Owners and admins are skipped.
• Claim. An agent can take an unassigned chat from their department.
• Clear visibility. Agents see the chats assigned to them and the unassigned ones in their department. Owners and admins see everything.
• Notices. A message tells the customer or the team when a conversation is assigned or claimed, in the words you choose.

Status and priority

Every conversation is open, pending or resolved, and has a priority from low to urgent. Filter on them, and let urgent work stand out in the list.

Response time (SLA)

• Set how long a customer may wait for an answer, per priority, in minutes.
• A chat whose last message is from the customer, and which nobody has answered for longer than that, is flagged SLA in the inbox.
• A reply from an agent, an auto responder or the AI counts as an answer.
• Your webhook can receive an event when a chat waits too long, so you can raise an alert in your own tools.

Reports

The Reports page shows how fast your team replies, including the median first response time per agent, so you can see where help is needed.

Read about the shared inbox

Read about webhooks