SMS Assignments and Chat Sharing

Key Features

• SMS conversations can be assigned to a specific Alive5 user.
• When a contact texts in the first time, the conversation is unassigned. The Alive5 user who replies first to that contact will be assigned that conversation.
• A conversation can also be reassigned to another Alive5 user.
• If ‘Chat Sharing’ is enabled in Settings, Alive5 users that are a part of the same Channel / phone number will be able to view others’ conversations, even when they are assigned to someone else. This is good for support scenarios where any Alive5 user can respond to a customer.
• If ‘Chat Sharing’ is disabled in Settings, Alive5 Agents that are a part of the same Channel / phone number will NOT be able to view others’ conversations - they will only be able to see unassigned threads or threads assigned to themselves. Alive5 Admins are able to see all threads regardless of assignment. This is good for sales scenarios where sales reps do not want to share contacts that are texting on the same phone line.

Tutorial

To configure Chat Sharing settings, go to the Settings section in your dashboard:

Then, click on the ‘Messaging’ tab, and see ‘Chat Sharing’ settings:

By default, Chat Sharing is enabled, and “Agents can view and interact with other Agents’ chats”.

To turn OFF Chat Sharing, update the setting to ‘Disabled’.