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The list of agents shows the open conversations assigned to each agent, so that the work can be distributed equally.
Assign conversations to agents and teams
When a conversation arrives in the inbox, it can have an agent assigned to it or none at all. Conversations that are not assigned to an agent are stored in the ‘unassigned’ view to separate them from the rest, so that none are left unattended.
Assign a conversation to an agent
To manually assign a conversation to an agent is done from the assign button at the top of the conversation. You can assign a conversation to an agent, to yourself (second option ‘me’) and remove the assigned agent (if you have one) in the first option.
The list of agents shows the open conversations assigned to each agent, so that the work can be distributed equally.
Assign a conversation to a team
A conversation assigned to a team (group of agents) is resolved by one of the team members. Teams can be formed around a conversation topic, objective or attribute to have queries resolved by specialised agents.
A conversation is assigned to a team in the options menu at the top of the conversation.
When a conversation is assigned to a team it goes into the team's inbox and one of its agents can manually assign it to the team to resolve it. If the team has a conversation assignment rule this happens automatically.
Assign conversations automatically
New conversations that arrive in the inbox can be automatically assigned with assignment rules. To configure the rules go to the view Settings < Inbox > Assignment rules.
Rules can be created for new incoming text messages (chat, WhatsApp, email...) or for incoming phone calls. To create a rule, you first define the conditions that trigger it, such as the communication channel, the content of the message, a customer data..., and then you choose the actions that are carried out when the rule conditions are met, such as assigning to an agent, to a team, tagging a conversation...
Rules can be created for new incoming text messages (chat, WhatsApp, email...) or for incoming phone calls. To create a rule, you first define the conditions that trigger it, such as the communication channel, the content of the message, a customer data..., and then you choose the actions that are carried out when the rule conditions are met, such as assigning to an agent, to a team, tagging a conversation...
For more information on assignment rules and possible use cases, please see the article Automate conversation assignment in inbox.
Check agent and team assigned to a conversation
In any inbox, unassigned conversations can be identified if the avatar of an agent does not appear next to the customer's avatar.
If the conversation has a team assigned to it, it appears on the last line of the card in grey with an icon, followed by the labels.
Within the conversation, the agent and the assigned team can be consulted in the details window. These attributes can be edited from here with a click that opens each list.
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