More flexible roles: Service managers can now receive auto-distributed messages
We found that in practice, service managers don't just supervise. Sometimes they also need to handle service messages themselves, and even need the system to distribute messages to them automatically. With this update, service managers can choose whether to take part in distribution. Once they opt in, they can set distribution rules just like service agents, and the system will automatically distribute messages to them!
When a service message is automatically distributed to a manager, the flow is exactly the same as for an agent, going through Not accepted → In process → Resolved → Closed. Managers can see service messages distributed or assigned to them in "Assigned to me", or click their own profile picture in "Distributed" to view them.
For the rules and settings affected when service managers join auto-distribution, see the following:
Improvements
- Scheduled posts can be saved directly as drafts
Fixes
- The promo code system module couldn't display files in some cases
- Analytics data could show very small discrepancies in special situations