We are excited to announce several key platform updates to enhance your Botsplash experience. These improvements focus on increasing flexibility, improving team coordination, and streamlining administrative tasks, ultimately empowering you to achieve your goals more effectively.
We've introduced a "Team Lead" view within the conversation history privacy settings to enhance team lead visibility and improve team management. This new feature addresses the challenge of team leads overseeing team interactions while respecting individual privacy settings. The "Team Lead" view acts as an override, granting team leads access to all conversations assigned to their team members, regardless of specific privacy configurations. This ensures that team leads can effectively monitor performance, provide necessary coaching, and maintain quality customer service, ultimately improving team efficiency and customer satisfaction.
We've streamlined the booking experience with our Bookme functionality by implementing an auto-fill feature for both individual and Team Bookme pages. Recognizing the frustration of repeatedly entering personal information, we've enabled the system to pre-populate booking forms when customer data is available. This enhancement eliminates redundant data entry, saving customers valuable time and effort. We aim to create a more user-friendly and efficient experience by simplifying the booking process and encouraging greater engagement and satisfaction with our services.
As part of our ongoing efforts to improve integration capabilities, we've enhanced the connection between Botsplash and Salesforce. Specifically, we've enabled Botsplash to support API posts triggered by status updates within Salesforce. This improvement allows for near real-time synchronization of information between the two platforms. By facilitating seamless communication, we ensure that Botsplash users have access to the most current Salesforce data, enabling more accurate and efficient customer interactions. This advancement strengthens our integration, promoting better workflow automation and overall operational effectiveness.
These updates demonstrate our ongoing commitment to enhancing the Botsplash platform and providing users with a more efficient, personalized, and user-friendly experience. These improvements will significantly streamline workflows, improve team collaboration, and ultimately drive greater success for all Botsplash users.
Effective lead distribution is essential for optimizing agent productivity and ensuring a seamless customer experience. Botsplash offers a flexible and intelligent lead-routing system designed to distribute leads efficiently based on various criteria, agent attributes, and workload limits.
Here’s how Botsplash streamlines lead distribution:
Leads can be routed to specific teams based on predefined criteria such as:
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Agents are categorized into priority groups using badges—Gold, Silver, and Bronze—to determine lead distribution order:
This tiered approach ensures that top-performing agents get priority while still distributing leads fairly across the team.
To prevent lead hoarding and promote balanced workloads, admins can set limits on the number of leads an agent can accept within a specific timeframe. Examples include:
This feature ensures all agents have a fair chance to engage with leads without overwhelming any single team member.
Botsplash utilizes a round-robin assignment method, ensuring that the agent who has been waiting the longest receives the next available lead. This prevents lead assignment bias and promotes an equal distribution of opportunities.
Botsplash can assign leads based on agent-specific attributes, such as:
This level of personalization enhances customer experience and improves conversion rates.
Botsplash’s Team Bookme feature allows admins to set up structured scheduling with Priority and Overflow Teams:
This system ensures that high-priority agents are maximized before distributing leads to backup resources, optimizing both efficiency and response time.
With Botsplash’s intelligent lead distribution capabilities, businesses can ensure that the right leads reach the right agents at the right time—improving efficiency, response rates, and overall customer satisfaction. 🚀
