Assign users conversations to agents automatically
Getting the user straight to the right person
Why assign users automatically?
There are two main use cases for this function. The first one is when your customer service is divided into departments that communicate with the same user on different stages of the pipeline, for example, your support, sales and customer success. The other case is when you provide support in different languages. You might want to assign all Spanish-speaking users' conversations to Spanish-speaking support team members.
How to assign users conversations
- Go to Data -> People. Click on the filter icon on the top right (under the blue button "Create user"). Select the attributes you would like to define the segment of users then, at the bottom, click the blue "+", Create segment.
- Go to Settings -> Team management -> Agent Groups and click on the blue button on the top right, Create agent group. Name the group, double click on the agents to move them into the group (those sent to the field, "Not visible", will be members of the group), select a Permission group (either Agents or Administrators), and save.
- Go to Assignment Rules. Click on the blue button on the top right Add assignment rule and match the appropriate user segment with the appropriate agent group.
Assignment using an automation
Another way how to use automatic assignment is to use an automation processes. Simply, go to Automations -> Create automation.
From the menu on the right Drag & drop, select the trigger Incoming message -> Filters -> Agent email. The action module Agent email will notify a specific agent about the conversation he or she is responsible for.
For example: If you have one French-speaking agent, then send him or her all conversations in French. The main thing is to adjust Filters for a specific purpose (country: France; browser language: fr).