Automatic Assignments

If there is no automatic assignment rule, all live chat sessions are assigned to agents in order of availability. You can assign incoming live support calls to the appropriate client representative based on the communication channel and request language by using the Auto Assigns rule.

The auto-assignment feature allows you to determine which agent will be in charge of which channel. Language-based assignments allow you to designate agents based on chat interactions in different languages. The language-based assignment option is now available for the Live Support (web widget and chat SDK) channels, as well as Instagram DM and Facebook Messenger. On the Desk360 dashboard, go to Settings > Auto Assigns > Add Auto Assign to set an automatic assignment rule. Make the following choices to apply a custom auto-assign rule to chat conversations:

  • Product

  • Language

  • Channel

  • Customer representative

  • Status

In the Auto Assign page, you can see a list of all the assignment rules you've created. You can change assignments and switch their active or passive status by selecting the Manage button on the list page.

Things to Keep in Mind About Auto-Assignments

Group assignments are done according to the number of messages belonging to the users in a group. A new conversation is automatically assigned to the user who has the fewest ongoing conversations in that group. If all of the users in a group have an equal number of conversations, the new conversation is assigned to an agent at random.

In cases where all the users who are expected to be assigned to a chat in the relevant language are offline, the language assignment rule is overridden and the new conversation is assigned to the agent with the lowest ongoing conversation count. For example: When all the users who are responsible for the French language conversations are offline, all incoming chats in French are assigned to another available user, regardless of language assignment rules.

In cases where all the users who are responsible for a language have the maximum number of conversations already assigned to them, the new incoming conversation does not override the language assignment rules and queues to wait for the message count to fall. For example, let’s say all incoming conversations in French are assigned to user A, and that the amount of messages assigned to user A is already at maximum. In this case, the new incoming message will not be assigned to another user who has not been assigned a language. Instead, the new message is queued up and will wait for user A’s attention once the queue is cleared up.

Last updated