π Chat Access Control & Auto Allocation Setup Guide
Chakra gives you fine-grained control over how chats are accessed and automatically distributed to your team. This guide will walk you through the default access control rules and show you how to set up auto allocation to streamline your team's workflow.
π₯ Default Chat Access Rulesβ
By default, chat visibility is governed by user roles:
- Admins π β Can access all chats
- Managers π β Can access all chats
- Users π β Can access only the chats assigned to them
You can manually assign chats in the chat dashboard by selecting a user from the Assignee dropdown at the top of the chat panel.
But for larger teams, manual assignment can get tedious β thatβs where auto allocation comes in handy! Letβs dive into how to set it up.
π Most settings can be accessed from the Chat Settings page
π Step 1: Create Chat Inboxesβ
Chat Inboxes act like folders or tags to categorize incoming chats β perfect for segmenting by department (e.g., Sales and Support).
β To create inboxes:β
- Navigate to:
Admin > Chat Settings > Chat Inbox List > Add - Create inboxes like
Sales
andSupport
to match your team structure
π€ Step 2: Add an Allocator for Each Inboxβ
Once youβve created your inboxes, the next step is to set up an allocator β this controls how chats are automatically assigned to team members.
β To add an allocator:β
- Go to the specific inbox page
- Click Add Allocator
- Configure the following:
- User Roles (required) π₯
Select which roles (e.g., users, managers) will receive chats from this inbox. - Allocation Strategy (required) π―
ChooseRound Robin
for fair distribution β chats will be assigned one-by-one in rotation. - Chat Filters (optional) π§
Set conditions to restrict which chats this allocator handles (e.g., based on language, region, etc.)
π‘ You can add multiple allocators per inbox, but usually one is enough for most setups.
ποΈ Step 3: Map Incoming Chats to Inboxesβ
Define rules for how incoming chats should be routed to your chat inboxes.