Assign Conversation

There are two options available for assigning conversations: Basic Assign and Advanced Assign.

Basic Assign Conversation

With Basic Assign, you can select a specific team or agent to handle the conversation. Conversations will be assigned to your selected agent or team automatically.

Select a team

Select an agent

Advanced Assign Conversation

With Advanced Assign, you can set team and agent statuses (online/away/offline) to automatically assign new conversations based on advanced assignment rules. Conversations will be assigned to the agent with the fewest assigned conversations in the team at that moment, ensuring efficient customer support.

Step 1: Select a team. You can manage your team and team members in the setting page.

Step 2: Select the agent's statuses: Online, Away, Offline. You can choose more than one status.

Step 3: Select the extra assigned rules. Now we support "Assign to agent with the least assigned conversation."

Step 4: Set a solution for an exception. For example, set a message block to respond to your client if no agent is found based on the conditions at that moment.

The switch option "Keep the flow run" at the end of the block will have 2 different actions:

1. Off (default state): When a conversation is assigned to the agent, the conversation status will change to "assign to xxx team/agent/open", and the agent will receive a notification to remind a conversation assigned to him/her. Other flows can't be triggered until this current flow ends.

2. On: When a conversation is assigned to the agent, the agent will receive a notification to remind a conversation assigned to him/her. The conversation could stay in "closed" so that clients can still trigger other flows.