Configuring priority levels and auto-escalation rules for an asset

Once an asset has been added, an admin can assign a default priority in one of the following two ways:

1. Single asset
2. Multiple assets

Configuring priority for a single asset

1. Go to Client Admin Console > Assets > Channel Assets.

2. Click set priority icon from the desired asset row, under Action column of a specific asset
   The following popup will appear.

3. Choose desired asset priority from the Select Priority Level drop-down list.

4. Configure Auto Escalation Rule checkbox is displayed.
5. Select the checkbox, if you want to define auto-escalation rules. The first auto-escalation configuration rule will be populated as shown below

6. Enter auto-escalate priority after time duration in minutes or hours (Max allowed value is 9999)
7. Click on + Add Another Auto Escalation Rule button to populate a next-level auto-escalation rule
8. Click on Apply button.
   The success message appears on the screen.

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Note

• If you do not want to assign any priority to a channel asset, you can leave the field value as the default (select) and this asset will be considered as an unprioritized asset. All chats mapped to these assets will be prioritized lower than those that are mapped to prioritized assets.

  • New assets created will not have a priority configured against them. Client Admins will need to assign priority for all new assets manually.

  • For chats that are re-opened or activated from on-hold statuses, transfer to other teams/agents will automatically apply the previous priority of the chat.

Configuring priority for multiple assets

Client admin can configure priority and auto-escalation rules for multiple assets belonging to the same channel in a single shot from the channel-specific tabs, client admin should follow the below steps:

1. Go to Client Admin Console > Assets > Channel Assets.
2. Select a channel.
3. Select multiple assets you wish to attach priority to from the respective channel tabs
4. Click Assign Priority button.
   Additionally, you can also view the number of assets selected on the top-right corner of the assets table.

The following popup window is displayed.

5. Choose desired asset priority from the Select Priority Level drop-down list.

6. The Configure Auto Escalation Rule checkbox is displayed.
7. Select the checkbox, if you want to define auto-escalation rules. The first auto-escalation configuration rule will be populated as shown below:

8. Enter auto-escalate priority after time duration in minutes or hours (Max allowed value is 9999)
9. Click on + Add Another Auto Escalation Rule button to populate a next-level auto-escalation rule
10. Click on Apply button.
    The success message appears on the screen.

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Note

• Bulk assign priority is not available from All tab of the channel assets page
• This action will override all the existing configurations on the chosen assets, which is irrevocable
• When bulk assignment applied to LiveChat assets, the same configurations will be applied to all the websites under the selected assets