When several admins share the chats, two people answer the same customer, some chats nobody picks up, and nobody is sure who looks after whom. Splitting the work clearly from the start fixes all of this.

Give everyone a role

Easyrobin has 6 roles: business owner, manager, admin, sales, staff and agent. Each can do what its role allows. Invite members by email or link, and suspend or restore them when needed.

Group people into teams

Create as many teams as you need, such as sales and after-sales, and put one person in several. Each team decides whether sales staff see only their own customers or their teammates' too.

Route chats to the right person

When a chat comes in, the receiver is picked in this order:

The sales person who already looks after that customer
By chat status, for example chats the chatbot could not answer go to a team
By team, taking turns in name order or to whoever has the fewest cases

Only to people who are ready

Only people who are online
Only during business hours
Up to a set number of chats per person

If nobody fits, the chat goes back to the team queue for whoever is free to pick up.

Know who is around

Members set themselves online or away, and are set away automatically when idle. The shop sets its business hours and holidays.

In short

Set roles, build teams and let chats go to whoever is ready. No more double replies, and no customer waiting on a chat nobody picked up.

Split chat work across your team: no double replies