Define one point of entry
A manager should not have to remember which chat still contains an unanswered enquiry. Every new lead needs to enter one queue with a clear source.
Preserve context
The conversation should sit next to the customer profile, previous purchases, current products, payment, delivery and responsible manager.
Standardise statuses
A concise status system shows what is new, in progress, awaiting payment or ready for dispatch.
Measure each channel
The lead source lets you compare conversion, average order value and returns across channels. This supports better advertising and staffing decisions.