How to configure Sectors inside Hablla

Sectors in Hablla are essential for organizing service and directing interactions to the most appropriate teams, ensuring specialized categorization that makes service faster and more accurate. Below is the step-by-step guide to efficiently configure sectors.

Important: for this action you need to have a user with Administrator access.

1. Once logged into your account, access the Studio. In the upper right corner of the screen, next to the initial of your name, you will find the Settings (gear) icon. Click it to open the settings menu.

2. In the settings menu on the left, select Sectors to access the configuration options. 3. Select the Sector to Configure

Choose the sector that was created but not yet configured to start customizations. 4. Customize Name, Description, Color and Business Hours

• From this point, you can edit the sector's name and description, as well as set a color for visual identification.

• Set the predefined Business Hours, which can be adjusted according to your sector's needs (learn more about scheduling configuration here). 4.1 Add Sector Email

• Configure the email so that when sending messages, the service uses a specific sector email address.

• Example: [email protected].

6 Agent Identification

• Define whether the agent's name will be displayed in conversations with the customer, further personalizing the communication.

  

6.1 Overflow Routing Algorithm Settings

• Configure automatic routing to ensure that service follows an effective and continuous logic:

6.2 SLA Settings

• Customize the SLA (Service Level Agreement) to meet customer expectations and ensure fast and effective responses. (Learn more about SLA settings here).

7. Define Closure Reason Rules

• Specify rules to record the reason for each service that is closed, archived or transferred:

• Service Closed: Select the reason to close the service.

• Service Archived: Set the reason when archiving.

• Service Transferred: Reason when transferring to another agent.

• Keep Owner: Choose whether the current agent will remain responsible for the customer after the service is closed.

• Status Notification: Configure notifications so that the customer is informed about status changes, such as messages read. 8. Add Your Team to the Sector

• Return to the top of the screen and click Customer Service Team to associate your team with the sector. 9. Click to add a new user

10. Add New User to the Sector

• Select Add new user to include members who will have access to the sector. Choose between:

• Access Permission: Users with access to the sector information.

• Agents: Users who will be in the service queue and handle interactions directly.

11. After customizing the settings, click Save.