Multi-agent access

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Overview

A shared multi-agent inbox enables you to give access to multiple team members to manage, view and respond to messages without being on WhatsApp. This is most valuable for managing customer queries and support requests on WhatsApp groups & 1:1 chats.

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Inviting your team

Enabling access for your team to speific groups & numbers at the time of invitation is covered in the Invite-Team section. Once invited a user can view and respond to messages, create tickets, organise chats and more

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Viewing who has access to a specific group or chat

The dropdown on the top right of any group or chat will show all the users who have access to that group or chat. Admins by default have access to all chats and groups and will show as default selected in the drop down.

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Identifying who replies from Periskope

The email id of the person replying is shown below every message on Periskope. This allows you to identify who within Periskope has replied to a message (while on WhatsApp it will simply be a message from the respective org number)

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Viewing team level metrics

Team level metrics such as total replies, # of open tickets and average first response times are available in the Periskope dashboard and covered in detail in the Key-Metrics section