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Organization Overview
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User Account
Support Use Cases
Inbound Support: Identify Contacts by Email and Phone Number
Inbound Support: Enrich Customer Data from a CRM or other Business Software
Inbound Support: Route Customers to the Right Team Automatically
Inbound Support: Auto-Assign Customers to a Team or Dedicated Agent
Send Outbound Support Messages
Support: Closing Conversations
Use respond.io to Create Tickets in External Ticketing Systems
Supervising Your Support Agents
Reporting for Support
Sales Use Cases
Inbound Sales: Collect Leads' Email and Phone Number
Inbound Sales: Enrich Contact Data and Qualify Leads
Inbound Sales: Routing Leads
Inbound Sales: Auto-Assign Leads to Sales Agents
Sending Outbound Sales Messages
Track Productivity by Closing Conversations
Using respond.io to Create Deals in a CRM
Supervising Sales Agents
Reporting for Sales
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Sending a Simple Broadcast
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Start a Workflow Based on Broadcast Response
Dealing with Failed Broadcasts
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Dialogflow Overview
Dialogflow: Connecting to Dialogflow
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Dialogflow: Fulfillment Webhook Request
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Table of Contents
- Home
- Sales Use Cases
- Supervising Sales Agents
Supervising Sales Agents
Updated
by Susan Swier
Businesses need to monitor sales agent performance, assign tasks and prevent conflicts among agents.
Benefits of Using respond.io Features for Sales Agent Supervision
Sales agent supervision on the respond.io platform helps:
- Improve productivity by monitoring agent performance.
- Assign agents to follow up with leads.
- Prevent lead stealing by restricting agents’ views.
Methods for Sales Agent Supervision
- Monitor sales agents’ performance and assign them follow-up tasks using the Dashboard and Notification Center.
- Limit agent views and prevent lead stealing using Advanced Restrictions.
Monitor sales agents’ performance and assign them follow-up tasks using the Dashboard and Notification Center
Method Objectives
- Monitor agents’ activity.
- Assign follow-up tasks to agents.
How-to
Monitor agents’ activity
Use the Dashboard for daily supervision as it provides a summary of your agents’ activities and important key metrics across your Workspace on the platform. Managers can analyze sales activities and identify issues that require immediate attention.

For example, if you see a conversation with a lead has been open for too long, click on the Contact to open up the conversation in the Messages Module and investigate the issue.
Assign follow-up tasks to agents
When you notice that a conversation has been open for a long time, see if the agent forgot to close it or if the lead needs to be followed up with. Use the Comments feature to notify the assigned agent to resolve the issue.

For example, if a lead showed some interest but hasn’t responded further, ask the agent to send them information about the latest promotion.
When an agent is tagged, they will be notified of the task in the Notification Center.

Limit agent views and prevent lead stealing using Advanced Restrictions
Method Objective
- Keep agents from viewing leads who are not assigned to them.
How-to
Keep agents from viewing leads who are not assigned to them
You may want to keep sales agents from seeing other agents’ leads. Here’s how to do it:
Go to Settings and select Users > Find the agent’s name in the list and select the Edit button.

Go to the Advanced Restrictions menu > select the Restrict Contact Visibility option > then select user from the dropdown. This means the agent will only be able to see the Mine inbox in the Messages Module.

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Inbound Sales: Auto-Assign Leads to Sales Agents
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Reporting for Sales
Track and report on sales activities and agent performance.