Twilio is a tool to manage and attend incoming Whatsapp messages for support

Support Instructions

How to access Twilio Flex:

1. Click on this link https://flex.twilio.com/manatee-falcon-3155
2. Log in with your lds username and password

How to attend incoming chats:

1. Once you login, click the drop-down box under your name and select "Available"
2. If there are chats in the queue, they will appear in the top left corner.
3. Click on the green button to take the chat. The chat will open in the middle of your screen
4. Provide support for the user
5. When you have finished providing support. On the top right corner of the middle section click on the red button "End chat"
6. Then click on the blue button "Complete", to completely close the chat.

Remember:

When you become Available, you will remain like that indefinitely until a chat comes in the queue. If there is a chat in the queue and you don't take it within 15 seconds, the system will change your status to Offline. Even though you can remain indefinitely as Available when there is no chats in the queue, the recommendation is for you to wait a few minutes in Available, if no chat comes in, change the status to Offline, wait 5 to 10 more minutes and become Available again to check if there are chats in the queue.

Supervisor Instructions

How to access Twilio Console:

1. An Admin should have sent an invitation to access as supervisor
2. Go to twilio.com and click on "Log in" on the top right corner.
3. Enter your email address and then click on the "Next" button
4. Enter your password and click on the "Log in" button
5. In the middle section click on the blue button "Launch Flex"
6. Once here, if you want to take chats, click on the "Agent desktop" icon (second from top to bottom).

Manage agents:

Setup skills

1. On the left side, click on the "Teams" icon (third, from top to bottom)
2. Search for the agent. You can enter the name, or one of the names, on the search bar and click on the blue magnifier icon.
3. Click on the name of the agent. The profile will show up on the right side
4. Under the "Skills" section, click on the drop down menu "Add skill"
5. Select the desired skill and click on the "+" button on the right
6. Save the changes.
7. If the agent already has the skill added, you can turn it on or off by clicking on the toggle icon to the left of the skill. It will be blue if it is turned on. Then save the changes.

Filter the list of agents

1. On the left side, click on the "Teams" icon (third, from top to bottom)
2. Click on the box placed on the top right corner with the name "Filter" and three horizontal lines. A panel will open up to the right
3. Select any of the three options (you can select more than one at a time) and click on "Apply".
4. To reset the filters click on the "Reset" button

Manage the queue

1. On the left side click on the Queue Stats icon (fourth from top to bottom)
2. On the top of this page you will find four boxes. They provide the following live information for all queues
   
   • Active Tasks: number of chats handled by agents
   • Waiting Tasks: number of chats in the queue waiting for an agent
   • Longest Wait: The longest time a chat has been on the queue
   • Agents: Provides a summary of how many agents are available, unavailable, and offline
3. In the bottom you have a table. This contains information per queue. The information is the following:
   
   • Queues: The name of the queue channel
   • Active: number of chats being handled by an agent
   • Waiting: number of chats that are waiting for an agent
   • Longest: lost time a chat has been waiting
   • SLA: Percentage of chats we have handled within the SLA. This is divided in the section of the last 30 minutes and the current day
   • Handled: number of chats we have attended. This is divided in the last 30 minutes and the current day
   • Abandoned: number of chats abandoned. This is divided in the last 30 minutes and the current day.
   • Agents: Number of available, unavailable, and offline agents