This guide summarizes the steps managers need to go through so their teams can work in Yalo Sales Desk, as well as the best practices for setup.

Logging in for the first time

Once Yalo has finished implementing the environment for your organization, you will receive a link with instructions for your first login.
Upon your first successful attempt to log in, you must define your new password.
Keep in mind that this password is specific to your account and you must never share it with anyone.

Accessing the Admin Panel

All management settings for Yalo Sales Desk are centralized and accessible through the Admin Panel. You need to access it in order to set up your teams.

To access the admin panel:

Click your profile picture, then select Admin Panel.

Creating teams in your organization

The first step to getting your teams working in Yalo Sales Desk is to create Teams.
To do this:

1. Click Teams in the navigation menu.

2. Click New team to open the team creation form.

3. Define the Team name.
4. Provide an e-mail address for the team. This e-mail will receive notifications and reports about the team.
5. Define the time for abandonment, which is how long the conversation can remain in the conversation list without receiving replies before it closes automatically.
6. Write the abandonment message. This message will be sent when the conversation is automatically closed due to a lack of replies.
7. Define the maximum cap for simultaneous chats the user can be responsible for at any given moment.
8. You can assign Teams under Units to facilitate grouping teams for supervision. This option is set to the "General" unit by default. Click the selector and choose "Create new unit" to create a new unit. Supervisors will have access to all chats in teams belonging to their units, and can also manage agents from these teams.
9. Click Create team to finish.
   You can repeat this process to create as many teams you need.

Adding users to your teams

Once you're done creating teams, the next step is to fill these teams with users.
To do this:

1. Click Users in the navigation menu.

2. Click New user to open the user creation form.

2. Fill in the user's name and e-mail address.
3. The system will automatically define a username from the user's e-mail.
4. Create a password. The user will have to define a new password after logging in.
5. Pick their role.
   There are three different user roles in Sales Desk:

• Agents only have access to chats belonging to teams they're assigned to, and can't change settings in the Admin Panel.
• Supervisors have access and administrative permissions for teams belonging to Units they're assigned to.
• Managers have unlimited access inside your organization in Sales Desk.

5. Click Create user to proceed to the next step.

If the user is an Agent, you will be directed to the Teams tab, with two optional steps:

6. Select the Teams the agent belongs to.
7. Define the maximum cap for simultaneous chats the user can be responsible for at any given moment.
8. Click Save Changes.

If the user is a Supervisor, the Teams tab will have only one selection field:

6. Select the Units the supervisor will be responsible for.
7. Click Save Changes.

If the user is a Manager, you don't have to do anything in the Teams tab because Managers have unlimited access inside the organization in Sales Desk.

You can repeat this process to add as many users you need, as long as you have available seats.

Creating custom fields

Once you're done adding users, you can set the stage for them to have better context when dealing with customers by providing Managing custom fields for them to use under contact details.
To do this:

1. Click Custom fields in the navigation menu.

2. Click New custom field to open the custom field creation form.

2. Define the Field name. Keep in mind it can't contain spaces or special characters such as _ or *.
3. Define the Label for the custom field. It should be short and familiar for your agents to understand.
4. Choose whether the field will be a text input or a selector. If it is a text input, users will be able to type whatever value they want in it. If it is a selector, you must define which options users can choose from.
5. If you picked the Selector option, an input will appear for you to define the options for users to choose from. Separate them with the Enter key.
6. Tick the checkbox if you want the field to be mandatory. Otherwise, it will be optional.
7. Click Create to finish.
   You can repeat this process to create as many custom fields you like.

Creating contact tags

Besides custom fields, an important element of contact details inside Sales Desk are contact tags. They provide a way to classify your customers and provide a simple way for segmentation.

To create contact tags for your teams:

1. Click Tags in the navigation menu, then click Contact Tags.

2. Click New tag.
3. Type a name for the new tag.
4. Click Create.
   You can repeat this process to create as many contact tags your teams need.

Creating chat tags

There are also tags for chats. They work like contact tags, but they can be assigned to chats instead of contacts. To create them:

1. Click Chat tags in the navigation menu.
2. Click New tag.
3. Type a name for the new tag.
4. Select the teams allowed to use the tag.
5. Click Create.
   You can repeat this process to create as many chat tags your teams need.

Creating canned responses

Sales Desk allows you to create standardized messages for your agents to use in chats and respond consistently to common situations. To do this:

1. Click Canned responses in the navigation menu.

2. Click New canned response.

3. Type a shortcut for the new canned response.
4. Write the message to be used. You can ensure that each response is customized with the customer name, email, phone, agent's name, and email, using dynamic content placeholders.
5. Optionally, select chat tags you want the system to assign to chats when the canned response is sent.
6. Define who can use the message: the entire company, only you or a specific team.
7. Click Save canned response to confirm.
   You can repeat this process to create as many canned responses your teams need.

Now your team is all set to chat with your customers through Sales Desk!

Monitoring chats

As chats arrive for your teams, you can view and access all chats that are happening or have happened through Sales Desk in the Chats list inside the Admin Panel.

That's all you need to know to get started with Sales Desk. As your team enters the platform, you might want to share the Agent guide with them!