Team management

A team that is organised from day one

Add your agents, give each one only what they need, and let WhatsLay assign conversations the way your business works.

Roles and permissions

• Ready-made roles: **Support agent**, **Supervisor** and **Device manager**. You can adjust them.
• Detailed permissions per role, and control over which channels and numbers each agent sees.
• Departments to organise the team by specialty.

Smart assignment

• Round robin, least busy, random, skill-based, or broadcast to everyone.
• A maximum number of open chats per agent.
• Skills that decide who receives which kind of conversation.

Follow-up and motivation

• Shifts, leave, goals and a leaderboard.
• First response time, resolution time and SLA compliance for every agent.