Contact center

Bitrix24 Open Channels updates

Bitrix24 Open Channels updates
Oksana Bednenko
November 14, 2019
Last updated: November 14, 2019
Dear Bitrix24 users,

Today we are happy to inform you that we've updated Open Channels in Bitrix24 Contact Center. Now the process of collecting enquiries and distributing chat sessions among agents is even more convenient.

The list of new options is as follows:
  • Responsible persons' queue
You can now enable the Check that an agent is online when routing enquiries option, and the system automatically checks the agent’s availability before assigning a conversation.

Screen Shot 2019-11-14 at 11.22.01 AM.png

When this option is enabled, the system automatically checks:
- If an agent is not dismissed;
- If an agent is not on vacation;
- If an agent has started his/her workday (if the time management and work reports option is enabled) or is online in Bitrix24.

You can disable this option if needed. In this case, enquiries routing won't be limited.

  • Vacation, end of workday
Now when the agent is not available, processed and unprocessed enquiries or waiting for the agent's response will be assigned to the other agent in the queue.

  • Notifications in chat 

  • Lock as mine 

For more information and instructions, please see this article.

Happy customer service! 
Your Bitrix24 team

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