Auto Assign Agents to for Live Chat Conversations

This article explains automatically assigning the agents to live chat conversations using the workflow. Below are the steps to set up auto-assignment:

Steps to Set Up Auto-Assignment

1. Navigate to Workflows

• Go to Admin → Chat → Workflows.
• This section allows you to create automation rules for managing live chat conversations.
  
  

2. Create a New Workflow

• Click Add Workflow under the Conversation Created trigger.
  
  
• Enter a workflow name (e.g., “Auto-Assign Chats”).
• Select the brand and chat source, then confirm.
  • The selected brand determines which brand’s conversations this workflow will apply to.
  • The chat source specifies whether this workflow should apply to conversations from live chat, WhatsApp, SMS, or other channels.
• Once confirmed, a draft workflow will be created.
  
  
• After creating the workflow, the Workflow Designer screen opens.
• Click the Edit button to modify the workflow settings.

3. Add Auto-Assignment Block

• In the Workflow Designer, select the Initial Block block.
  
  
• Under Actions, add the Trigger Auto Assignment block.
• This opens the Auto Assignment Configuration dialog, where you can set the following options:
  
  

Auto Assignment Mode:

Choose the preferred method for assigning conversations to agents:

1. Round Robin (Even Distribution):

   • Assigns conversations evenly among all available agents.
   • Ensures that each agent gets a fair share of new conversations.

2. Round Robin (Load-Based):

   • Assigns conversations based on each agent’s current workload.
   • Agents with fewer ongoing chats receive new conversations first.
   • To configure the agent load limits, go to:
     • Admin → Users and Permissions → Agent Load.
       
       

3. Direct Mode:

   • Assigns the conversation directly to a specific agent.
   • Useful when you want a designated agent to handle certain chats (e.g., VIP customers).

Select Assignment Group or Agent:

• If using Round Robin, choose a group of agents to distribute conversations among.
  

  

• If using Direct Mode, select a group or specific agent to receive the assigned conversations.
  

  

• Click Add to save the settings and add the block to the workflow.

4. Complete and Activate the Workflow

• After configuring auto-assignment, add the End Current Workflow block.
• This ensures the workflow executes properly and completes after assignment.
• Click the Activate button at the top of the screen.
• The workflow is now live, and new conversations will be assigned automatically based on your settings.

Summary

By following these steps, you can configure an automated system to assign chat conversations efficiently. This helps distribute workload fairly among agents, improving response times and customer experience. 🚀