💪Skills

You can manage skills by selecting the "Apps" item in the left FIRST LINE menu, going to the "Chatbot" tab, and clicking the "Skills" button.

You can create SKILL abilities here, setting them according to the service agent's capabilities (e.g., language skills, professional skills, etc.) to handle different channel customer needs.

Start binding

Skill management tab

First, you need to create the name of your skill item here. (e.g.: language expertise, specific channel expertise...)

Channel binding tab

Here you can assign the specific skills created on the previous page based on the channels existing in the system.

Employee binding tab

Assign star ratings according to the agent's professional abilities; the higher the skill level, the higher the priority for dispatching to that agent.

Employee skill binding list

Assign employee level

Practical application

Once you set the skill priority order, it will inevitably affect your dispatch rules inCompany settingsAmong the existing three dispatch modes, all can be used in conjunction with the "Skill" feature; for detailed explanations and applications, please refer toDispatch mode.