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Michael Wertenberg
Written by Michael Wertenberg

Match visitors with the right support agent(s)

Assign conversations to the right agents

Why use agent-user matching?

To establish long-lasting relations with a user and turn him or her into a happy customer, it's important to connect a person with the right agent, the one who is specialized in the given field.

Manual assignment

Assign agents manually directly from the conversation. On the top right of the window, Conversations, there is a place where you can select an agent to assign to the conversation. (The default is Unassigned.)

Automated assignment

Assign agents automatically using Assignment rules. Here is how it's done:

For example, you can assign all the users whose browsers are set to Spanish to the group of agents who speak Spanish.

Before matching those two groups, you have to define them.

Go to "Data" -> "People" and create a segment of users whose browser language equals "es". (For help creating segments, read this article.)

Then go to "Settings" -> "Team management" -> "Agent groups" and create a new group filled with agents who speak Spanish. Once you have both of these groups ready, go to "Settings" -> "Team management" -> "Assignment rules". Click on the blue button on the top right, Add assignment rule, and simply match the appropriate Agent group to the appropriate Segment.