Creating workbaskets for Brand Management

Create Workbaskets aka teams to route customer interactions to the right group of users. For example, you can create workbaskets for specific departments so interactions are routed to the correct team based on business hours or specified keywords. 

From the main dashboard, click Settings > Profile Management > Edit Profile > Workbaskets > + New Workbasket. Enter a name, description (optional), and select the users you would like to assign to the workbasket by selecting the Access button. 

You can also manage the user role (Workbasket Admin/Agent) from here. Workbasket Admin is allowed to send replies directly without any approval, whereas, Workbasket Agent has to be approved by a Workbasket Admin.

NOTE: You can also assign users to Workbaskets under Users (Edit User Access > Add roles to Workbasket).  


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