I need a general hint how to implement this with Amelia:

Up to now our support team (5 employees) is answering phone calls from customers.

We plan to offer consulting by appointment with Amelia. At the beginning two employees will share the task to handle the Amelia appointments, but if they are busy otherwise, any of the other support team members might handle the appointments on that day.

Because no customer knows (or needs to know) the support team members, it doesn't make any sense that the customers are able to choose an employee (I know that I could hide that field).

So I created an Amelia employee "Support Team" and made this the only employee with assigned services. Technically this works great, customers can book an appointment with this "employee", mails are being sent and the appointment shows in the employee frontend calendar (and in the backend calendar as well).

But - how can one of the actual human employees "pick" one of those appointments? And how do the other support team members know that this appointment is taken care of?

The only way I can see is that whoever wants to "claim" an appointment needs to login to the backend as an "Amelia Manager" and assign the apointment to his/her own Amelia employee.

There has to be a better way! Support teams aren't that uncommon.

Please advice!

Hi Uroš,

thanks for your reply! Good point, a single employee doesn't make sense, we need an Amelia employee for each human.

I need the possibility for each employee in the employee panel to assign an appointment to someone else themselfs. I can't find this. I know that I can do it in the backend as an Administrator or Amelia Manager, but I need this functionality in the employee panel.

On this page: https://tmsplugins.ticksy.com//ticket/2980475 right at the top there is this following sentence:

"Through the front-end: Here, the customer takes the initiative of scheduling an appointment with the website, while you have the option to change the appointment status, reschedule, cancel, or assign another employee"

Exactly what we need, but how?

Florian

Hi Uroš,

sorry, this is the correct link: https://wpamelia.com/admin-appointments/. Please check the very first paragraph "... while you have the option to change the appointment status, reschedule, cancel, or assign another employee"

Basically they want to handle the Amelia appointments the same way they do with emails: Customers send mails to [email protected]. This is an Exchange shared mailbox that every support team member has in his/her Outlook. So whoever has time, picks an email from this mailbox, flags it and starts to work on it.

There's no supervisor that assigns emails to support team members, there are only 5 members in that team and they sit in the same room. The same support team also answers phone calls, so it doesn't make any sense to "presassign" emails or Amelia appointments to a specific team member, because maybe this team member is on the phone for several hours, so another team member has to take care of a scheduled appointment.

And I don't want to assign the Amelia Manager role to any of the team members. They have VERY limited IT knowledge and I don't want them to mess around with employees, services, places, etc. in the backend!

Florian