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Chat Auto Allocation

By default chats on Chakra follow the following access control rules:

  • Admins can access all chats
  • Managers can access all chats
  • Users can only access chats which are assigned to them

You can manually assign chats from the chat dashboard - by selecting a user from the assignee input at the top of a chat

However if you have a many team members, it is advisable to setup auto allocation so that chats are assigned automatically. Follow the steps below to setup auto allocation.

Most of the configuration mentioned below will be accessible from chat settings

1. Create Chat Inboxes​

Chat inboxes are like folders or tags for all your incoming chats. Lets say you have departments - Support and Sales. You would ideally want support team to field support chats and vice versa.

To achieve this create 2 chat inboxes called Sales Aand Support. Chat inbox can be created at Admin > Chat Settings > Chat Inbox List > Add

2. Add allocator for a chat inbox​

Once a chat inbox is created, go ahead and add an allocator from the relevant chat inbox page.

Note, you can add multiple allocators but a single allocator should suffice most common usecases.

Configure the newly create allocator

  • User roles (required) - select the user roles who will be allocated chats belonging the the current chat inbox
  • Allocation Strategy (required) - Choose round robin. Chats will be allocated in a round robin manner
  • Chat filters (optional) - Configure any additional filters. This allocator will only try to allocate chats that match the configured filters (if any)

3. Add inbox mapping​

Lastly, configure how incoming chats will be mapped to a given inbox.

  • Go to Admin > Chat Settings > Inbox Mapping
  • Click on the + button, then select 'Rule' to create a new mapping rule.
  • Configure the rule by selecting a chat inbox and configuring the conditions under which an incoming chat will be mapped to the selected inbox
  • For example, if you have 2 whatsapp phone numbers, 1 for support and 1 for sales
    • then for sales mapping rule
    • add a new condition and chose LHS as provider, RHS as Whatsapp
    • add a new condition and chose LHS as providerHandle, RHS as your whatsapp phone number eg: 919900112233
    • configured whatasapp phone number should have country code and no plus sign and no special characters
  • Click save to save this rule
  • Click save again to save the entire config

Testing​

You can now test your configuration. If the mapping rules are configured properly, you will see the mapped inbox against chats in the chat dashboard. If the allocator is configured properly, incoming chats will be auto allocated.