Quick Start
What is respond.io?
Setting Up an Account
Connecting Channels
Inviting Your Teammates
Getting Contacts to Message You
Automated Welcome and Away Messages
Responding to Messages
Glossary of Terms
Channels
WhatsApp Overview
WhatsApp Cloud API Quick Start
360dialog WhatsApp Quick Start
Twilio WhatsApp Quick Start
MessageBird WhatsApp Quick Start
Vonage WhatsApp Quick Start
WhatsApp Message Templates
Phone Number Migration to WhatsApp Cloud API
Facebook Messenger
Website Chat Widget
Website Chat Widget Overview
Install Website Chat Widget on WordPress
Install Website Chat Widget on Shopify
Install Website Chat Widget on Wix
Install Website Chat Widget on Joomla
Install Website Chat Widget on Squarespace
SMS
Channels Overview
Telegram
Viber
LINE
Google Business Messages
Custom Channel
Product
Dashboard & Reporting
Dashboard
Reports Overview
Reports: Conversations
Reports: Users
Reports: Contacts
Reports: Messages
Reports: Logs
Messages
Contacts
Contacts Overview
Contact Details
Merge Suggestions
Contact Activity
Contact Channels
Contact Import
Segments
Broadcasts Module
Workflows
Dynamic Variables
Workspace Settings
Managing a Workspace
Workspace Settings: General
Workspace Settings: Users
Workspace Settings: Teams
Workspace Settings: Channels
Workspace Settings: Contact Fields
Workspace Settings: Integrations
Workspace Settings: Closing Notes
Workspace Settings: Snippets
Workspace Settings: Files
Workspace Settings: Data Export
Workspace Settings: Data Import
Workspace Settings: Growth Widgets
Organization Settings
Organization Overview
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: Billing & Usage
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
Send CSAT to Customer and Save Data in Google Sheets or CRMs
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
Broadcasts Use Cases
Sending a Simple Broadcast
Start a Workflow Based on Broadcast Response
Troubleshooting a Failed Broadcast
Integrations
Dialogflow
Dialogflow Overview
Dialogflow: Connecting to Dialogflow
Dialogflow: Creating a Chatbot
Dialogflow: Managing Intents
Dialogflow: Parameters
Dialogflow: Events
Dialogflow: Response Templates
Dialogflow: Custom Payloads
Dialogflow: Fulfillment Webhook Request
E-Commerce & CRM Integrations
E-Commerce Integration: Shopify
E-Commerce Integration: BigCommerce
E-Commerce Integration: WooCommerce
E-Commerce Integration: Magento
CRM Integration: HubSpot
CRM Integration: Salesforce
CRM Integration: Pipedrive
CRM Integration: ActiveCampaign
Zapier
Developer API
Webhooks
Partnership
We love to hear from you!
Table of Contents
- Home
- Support Use Cases
- Supervising Your Support Agents
Supervising Your Support Agents
Monitoring your agents’ performance and conversations with customers on a daily basis allows managers to identify issues that require immediate attention. Those issues can be tasked to an agent for resolution by notifying them on the platform.
Benefits of Supervising Your Agents
Having managers supervise agents on a daily basis helps to:
- ensure urgent issues are being identified and dealt with immediately.
- maintain a productive work rate among agents.
Method for Supervising Your Agents
- Supervise daily activities using the dashboard and notify agents about issues to resolve.
Supervise daily activities and notify agents about issues to resolve
Method Objectives
- Identify issues from analyzing daily activities.
- Notify agents to manage the issue.
How-To
Identify issues from analyzing daily activities
Use the Dashboard for daily supervision as it provides a summary of your agents’ performance and important key metrics across your Workspace on the platform. Managers can analyze day-to-day activities and identify issues that require immediate attention.
For example, if you see a Contact conversation is open for too long, click on the Contact to open up the conversation in the Messages Module and investigate the issue.
Notify agents to manage the issue
When a manager identifies an issue and wants to task an agent to solve the problem, use the Comments feature to notify agents about the task.
For example, should you find the conversation with a customer is still ongoing but the assigned agent is offline, simply comment and tag an available agent to notify and task them to continue the conversation with the customer.
When an agent is tagged, they will be notified of the task in the Notification Center.
Feeling stuck? Do not fear.
Help is here!Use respond.io to Create Tickets in External Ticketing Systems
Reporting for Support
Related Articles
Supervising Sales Agents
Supervise and manage sales agents on the respond.io platform.
Inbound Support: Auto-Assign Customers to a Team or Dedicated Agent
Automatically assign customers to a team, workspace or dedicated agent to save time and effort compared to a manual picking or assignment process using Workflow Templates.
Inbound Sales: Auto-Assign Leads to Sales Agents
Automatically assign leads to sales agents to reply to leads efficiently using Workflow Templates.
