Team Members - Managing Team Members in Conversational Connect (Jumper.ai)

Objective

Manage who can access the Jumper Dashboard and their permission status.

Applies To

• Jumper.ai
• Conversational Connect
• Team Members
• Groups
• User Roles

Procedure

Use the Team Members section under Settings to manage and add new roles, allowing them to access the dashboard based on the permissions provided.


 

Adding Admins

The admin role is special because it has access to everything on the Jumper Dashboard. Admins are the key account holders within the Jumper Platform. They can control who gets access to what parts of the platform and can change permissions for other team members and groups.

Restriction: An admin can not change/alter the role of another admin.

1. Navigate to Settings → Team Members → Create → Add Team Members
   
   
    
2. Enter the Email, First Name, and Last Name.
   
   
    
3. Select the Admin role from the Select Role drop-down list
   
   
    
4. Click the Submit button to add the Admin.
5. An invite will be sent to the Admin's email address asking them to complete the account setup process.
   
   
    

Adding Groups

A group defines the permissions for all its members. To provide restricted access to the Jumper platform, create a group with limited permissions and then add the relevant members to that group.

1. Navigate to Settings → Team Members → Create → Create a new group
   
   
    
2. A new page opens up for you to first define what the Group permissions should look like.
   
   
    
3. Group Name: Give the group a name so that you can identify the group. The naming convention is flexible as per your requirements.
4. Report to: If the Group is a subset of another group of permissions and has access to Live Chat, choose which other group it reports to. Otherwise, feel free to choose “Admin” from the Report drop-down list.
5. Conversation routing method: If this group has access to Live Chat and will be used to answer customer queries, the Conversation routing method will be useful.
   There are 2 Routing options available currently:
   1. Automatic Routing: Automatic Routing within a group works in a Round Robin fashion.
      Example Scenario with 3 members in this group, and when chat is assigned to this group: Chat 1 gets assigned to Agent A, Chat 2 to Agent B, Chat 3 to Agent C. However, Chat 4 gets assigned to Agent A again and Chat 5 to Agent B, so on and so forth. The chats do not appear in the Requests Tab but go directly to the Active Chats tab of the user.
   2. Manual Routing: Manual routing does not automatically assign chats to a particular agent in the group. However, it shows the incoming requests in the Request tab, and any agent within the group can pick up the chat by responding to it.

6. Show reporting group chats: Choose Yes or No depending on the structure of your groups.
   
   Example: Group A reports to Group B. Do you want chats of Group A to be visible to members of Group B? If so, choose Yes in settings of Group B, else choose No
    
7. Assign to previous team members: This feature allows you to route your customers to the same agent who was previously assigned.
   Eg. If a conversation was assigned to 'Agent A' previously and now its not assigned to anyone and the same customer comes back looking for live support, and this setting is set to 'Yes', then we will assign this conversation to same 'Agent A'
   
   
   
   This feature overrides the conversation routing method of manual routing and automatic routing  (if selected “Yes”) and assigns the conversation to the same agent that was previously assigned.
   
   Case 1: New Customer Request for Support
   Conversation routing method: Automatic routing
   Assigned Agent: None
   Group: Group A
   Assign to previous team member: Yes
   
   In this case when a customer requests support, then based on the round-robin technique the agent will be assigned.
   
   Case 2: Existing Customer Request for Support
   Conversation routing method: Automatic routing
   Assigned Agent: Agent A
   Group: Group A
   Assign to previous team member: Yes
   
   If a conversation was assigned to 'Agent A' previously and is now not assigned to anyone and the same customer comes back looking for live support, then it will assign this conversation to the same agent, i.e. 'Agent A'
   
   Case 3: Existing Customer Request for Support from a New Group
   Conversation routing method: Automatic routing
   Assigned Agent: Agent A
   Group: Group A (Customer Support)
   Assign to previous team member: Yes
   
   Assigned Agent: Agent B
   Group: Group B (Operations Support)
   Assign to previous team member: Yes
   
   Let us say in the past the customer was assigned to Group A (i.e. Customer Support): Agent A. Now the customer is requesting support from Group B (i.e. Operations Support).
   
   In this case, when an existing customer requests support from a new Group (i.e. Group B: Operations Support), then based on the round-robin technique, the new agent will be assigned under  a new Group (i.e. Group B: Operations Support)
   
   In the future, if the customer requests back support from Group A (i.e., Customer Support), the conversation will be assigned to the same agent, 'Agent A' from Group A.
8. Once the relevant permissions have been selected, click the Submit button.
9. An admin can edit the permissions of the Groups at any point.

Adding Team Members

A team member can be added to an existing group or to a newly created group. If the required group does not exist, create the group first and then add the team member to it.
 

1. Enter the Email, First Name, and Last Name.
   
   
    
2. Choose the group you wish to assign this user to from the Select Group drop-down list.
   
   
    
3. Now, click on the Submit button to add the team member.
4. An invite will be sent to the Team member's email address asking them to complete the account setup process.