FROGED | Automate conversation assignment in inbox

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Automate conversation assignment in inbox

In the FROGED inbox you can automate the assignment of conversations thanks to the assignment rules. The rules are used to reduce conversation resolution times, simplify the assignment process, associate customers with trusted agents, segment conversations by topic or query...

The rules are collected in a table in settings<inbox<assignment rules. To create a new rule, click on the button in the top right corner and select the type of conversation, message or phone call. Assignment rules are initiated by an incoming message from the client, either a text message via one of the communication channels or a phone call.

When the message type is chosen, a window appears where the name and description of the rule, the conditions that trigger the rule and the actions that are taken when the conditions are met are added.

The conditions that can be configured for inbound messages are message content, inbound channel, message reception time, customer data such as location, language, company... and many more. Conditions can be added in a tree with the variants ‘and’ or ‘or’ horizontally and vertically to create complex conditions.

The actions that can be automated with the rules are:

Assign to owner: if the customer has configured an owner or reference agent who always deals with their incidents and queries, the conversation is assigned to this agent. If the customer does not have an owner agent, a second option can be set so that it can be assigned to a team or agent.
Assign to agent: the conversation is assigned to a specific agent.
Assign to team: the conversation is assigned to a specific team (group of agents).
Label: a label is added to the conversation.

Primary assignment rules and accumulative rules serve different purposes.

The first primary assignment rule matching the conversation conditions determines its assignment. Order therefore matters: place more specific rules first when they should take priority.

Accumulative rules add tags from multiple matches. They are evaluated in addition to the primary rule and do not replace its assignment. An accumulative rule does not configure assignment to an agent, team or company owner.

Remember that changing the order, editing or deleting the rules can affect the workflow of the whole space and the agents, so be careful with the decisions you make. The following are possible use cases with assignment rules that will help you build your own inbox workflow.

Assign conversations to teams

In a workspace with several agents, they can be grouped into teams that have a common point such as the subject of the conversation, the client's objective, the type of client or priority...

If the incoming conversation is a text message and the client specifies in the content of the message the team or subject on which he/she wants to make a query, a rule can be configured to assign the conversation to the appropriate team.
For example, the condition that triggers the rule can be ‘if the content of the message contains the word sales, plan, subscription...’, ‘then the conversation is assigned to the sales team’.

In the case of telephone calls, if you have configured numerical IVR options, you can assign the call to a team based on the button or number pressed by the customer. For example, press 1 to talk to sales and press 2 to talk to support, in this case 2 different rules would be created in the call rules table.

Assign conversations to agents

This use case is similar to the previous case of teams but more customised to agents.

For example, if there are agents working in different locations (Spain, Chile, Mexico, USA...) you can assign customer conversations depending on the location to have a more personalised and appropriate treatment. The rule would be ‘if the customer's country is Spain’, ‘then the conversation is assigned to Delia Rodriguez’.

The same can be applied to any attribute or customer information in text messages and calls.

Label conversations

Conversation tags can be used in a variety of use cases: sorting by topic, prioritisation, error detection...

For example, if there are customers with higher priority than others based on subscription or plan, a rule can be created that assigns the conversation to an agent or team, and also adds a specific tag. The rule would be ‘if the customer has the Premium subscription plan’, ‘then the conversation is assigned to Sandra Campo and the Premium label is added’.

In this way, among all the conversations that Sandra has, she will give more resolution priority to those with the Premium tag.

Introduction to FROGED omnichannel inbox

Assign conversations to agents and teams

Organize inbox by teams

AI agent configuration

AI agents are currently configured with the FROGED support team. Share your objective, channels and examples of conversations you would like to review. Do not include credentials or unnecessary customer data. Conversation summaries and AI agents are separate features.

Create an accumulative rule

Open Settings > Inbox > Assignment rules.
Select Create rule > messaging and enter a name that explains its purpose.
Check “Accumulative rule”.
Define the conditions and the tag to add when they match.
Save and check the result using a test conversation.

Enabling accumulative mode removes incompatible assignment actions from the form. Review the actions before saving a rule that already existed.

Example

A primary rule assigns support messages to the Support team. An accumulative rule adds “Billing” when a billing condition matches; another adds “Premium customer” when the corresponding attribute matches.

If all three conditions match, the conversation keeps the primary rule's assignment and receives both tags. Accumulative rules can continue adding tags even when a primary assignment already exists.

Assign to a company owner

Having an owner recorded for the company does not replace an assignment rule. Configure the assign-to-owner action when appropriate and check what happens if the company has no owner. Voice rules have their own scope: do not automatically apply this messaging example to calls.

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