How customers are assigned to operators
A new customer's message reaches every operator. The first operator who replies takes that customer. From then on the customer's messages go to that operator, and the others see who took them.
If another operator still tries to answer, the message is not sent. They get a note that a colleague is already handling this customer.
Two ways to share customers
- First to reply. A customer stays with the operator who answered first, and the other operators stop seeing their new messages. This is the default and suits most teams.
- Everyone. All operators see all customers and can answer any of them. Handy for a small team that shares every chat.
The owner sees everything
As the bot's admin you see every conversation in both modes, so you always know how your team answers customers.
When an operator leaves or stops answering
If you remove an operator, their customers return to the whole team. If an operator blocks the bot, Maglead pauses them after a few failed deliveries and frees their customers too.