Let's imagine a company with multiple departments: technical support, accounting, and sales. It's essential to distribute dialogues according to these roles. This is where dialogue levels come into play. By assigning roles to different levels, you can designate specific departments, and within them, responsible employees can be selected. You can assign entire departments or specific sections to a level.
How to Set Up Dialogue Levels
1. In your ChatApp, navigate to the Selected company section;
2. In the Employees tab, access the dialogue level settings;
Before configuring dialogue levels, ensure your company has at least 2 employees and 2 roles. Learn more in the article.
3. Create as many levels as there are roles by adjusting the slider;
4. Assign a role to each level. Click Save;
Automation Configuration
1. In the Automation section, go to the Bot tab;
2. Create a new bot or select an existing one;
3. In the right menu, click on New condition;
4. Choose Smart distribution;
5. You will see a list of levels created in the dashboard. Configure the distribution of levels as needed.
1. When a dialogue is closed, the level resets;
2. You can assign a level even if there are no employees of that role available;
3. Employees of a role can be attached to a dialogue assigned to a specific level;
4. After a dialogue is closed, the employee is detached;
5. The message sent to the user upon assigning a level can be left blank;
6. Adding employees of a role to a level and forming a queue;
7. Distribution options:
- Uniform: Dialogues are distributed evenly, without overburdening the busiest employees;
- Everyone at the same time: Any employee at the level can take the dialogue;
- Strictly run: Dialogues are passed in a specified order among employees;
8. Responsibility is reset when a dialogue is opened/closed.
9. If the assigned employee is not online, the dialogue is passed to another;
10. If an employee is absent for a specified time, their dialogue is passed to another;
11. The message sent to the user when the assigned employee changes can be left blank.
Using Levels in ChatApp Dialog
Pre-configured dialog levels can be changed inside Dialogs. If a level has been added to the role, then dialogues can be assigned to specific departments within which the responsible employee will be selected. You can assign either the entire department or a part of it to the level.
1. In Dialogs, click on the profile icon. 
2. Select a level. The responsible person will change according to the selected level. 
3. If you select a responsible person, the level will change according to the responsible person.