Your job role puts you on a desk at each store you work at (Takes new work, Backup or By name only), and that desk role decides when AutoBook Agent brings you into a chat, text, email or call.
When a customer reaches out and AutoBook Agent needs a person, it doesn't guess who to ping: it follows your desk role at that store. Your manager sets it in Staff & Roles (your job role, such as Sales rep or Service advisor, sets it for you to start with). This article explains what each role means for you.
Reps don't set this themselves
Your desks are set by a manager or the Account Owner under Staff & Roles. If your routing looks wrong (you're getting nothing, or too much), ask your manager to open your sheet and check Stores & desks. Changes take effect when they press Save changes.
Your desk role at each store
Work reaches people through desks; every store routes this way. At each store you work at, you have a role on the Sales desk and on the Service desk:
Takes new work
Gets new customers on every channel, in rotation. AutoBook Agent contacts you first for questions, handovers and calls on this desk.
Backup
On the desk, but not in the rotation for new customers. Routine new work skips you.
By name only
Only when a caller asks for you by name. Chat, text and email never reach you this way, because a question can't ask for someone by name.
Off means you're not on that desk at that store. Your chat, text, email and phone follow from the role. A manager can fine-tune a single channel (say, no email) under Advanced: fine-tune channels; picking the role again puts your channels back to the role's defaults.
When a customer waits on you
When a customer needs you, you get one push and the row on your To do. There are no reminders about the same thing, and no manager is paged. Your customers' work stays with you, even when you are off or on leave. If you have not acted by the deadline and the customer is waiting on a reply, AutoBook Agent answers them with its best complete reply; how it went shows on Rep review. Only a new lead you haven't touched in time, a customer with no rep, and service-desk work move to whoever is working your desk.
- The deadlines: 30 working minutes for your first reply to a new sales lead, a customer asking for a person, a held reply or a missed call; 120 for a document, voice message or inquiry; 60 for a service request (30 if it is urgent). AutoBook Agent's own first reply is instant.
- Only your working minutes count: your own hours, else the desk's hours, else the store's. Days off, holidays, lunch and leave never count against you.
- Away means no new work: on leave today, or not seen in AutoBook (web or app) in the last 7 days. Your own customers' work still stays with you. Coming back from leave counts as seen, so new work reaches you again straight away.
- Your customers' calls stay yours: a caller who has you as their rep is never moved to a different rep. A missed call or voice message from your own customer stays with you, and AutoBook Agent may send the customer one short text so they know you'll be in touch.
Desk hours and calls
Each desk's setup lives on the store's Routing page (Settings → Routing), in its Sales desk and Service desk sections: how new work is shared out, the Sales hours / Service hours (the store's hours, or the desk's own week, which AutoBook Agent then quotes to that desk's customers) and the After hours rule, which AutoBook sets for every store: new work waits for the desk to open, and calls take a message.
Calls ring the app
Calls ring the AutoBook app on your phone, 15 seconds each, and never your carrier phone number. If the app isn't installed and signed in, you can't be rung, and your manager sees that beside your name. A customer who has a rep rings only their rep; a new caller rings the people who take new work. The mobile number on your profile is for callbacks and contact.
When AutoBook Agent asks someone else instead of you
AutoBook Agent's questions about your customers come to you even when you are off: you own your customers, and if you don't answer in time it answers the customer itself. One case skips you, so the customer still gets an answer:
- You haven't used AutoBook lately. Questions and new work go only to people seen in AutoBook (web or app) in the last 7 days. Being on leave counts as away; coming back counts as seen. If nobody is left to ask, AutoBook Agent answers the customer itself.
Calls are different: a caller who has you as their rep only ever reaches you, and a message is taken if you can't answer. Keep your hours and time off current under Profile → Availability.
The old Lead routing words
Before desks, each person had one Lead routing choice: Takes new work, Backup, By name only, Supervisor (alerts only) or Not in the loop. The first three are the desk roles above. Someone on no desk is not in the loop and is never handed customers automatically.
AutoBook Agent isn't sending me anything. Why?
Most often you're Backup or By name only on that desk, Off it, or a channel was fine-tuned off. It can also be that you don't work at that store. Ask your manager to check Stores & desks in your sheet.
I'm getting pinged for everything. Can I dial it down?
Yes, but a manager does it: they can move you from Takes new work to Backup, or fine-tune a channel. You can't change your own desks today.
Is being bookable the same as being on a desk?
No. Customers can book only controls whether you appear on the customer booking page. You also need to be on a Sales desk to be offered for booking; your sheet says exactly what's missing.
Where do I see my own role?
Your desks show on your profile in the app and on the staff list. A manager or the Account Owner changes them under Staff & Roles. If something looks off, reach out to them, or contact support@auto-book.ca / 647-786-0989.