Assignment Rule
Assign chats and draft automated messages.
Last updated
Assign chats and draft automated messages.
Last updated
The assignment rule is a tool that helps match customer chats with the right agents based on their expertise to handle the query. When a customer starts a conversation with the bot, you can add filters to assign the chat to an agent who should handle the chat, add labels and tags to the conversation, and group customers into different segments based on their characteristics.
Assign chat, segments, and tags automatically to the agent/chat as per the assignment rule.
Click Create Rules and add all the relevant filters as per your choice to make a rule. Your rule will be stored in the system, and AI will take that into consideration while assigning a chat to an agent.
You can also use this interface to access Agent Assist, a powerful tool that automates key customer interactions. It can handle welcome messages, let customers know when agents are unavailable, and even apply auto-closure rules for prompt assistance.
Agent AssistHead over to rules page and tap 'Create Rules'.
Provide a name to the rule.
Add conditions based on which the chat will be assigned to the agent. In Chatman, conditions can be set based on: Message Content, System Attributes, Custom Attributes, User Tags, Conversation Labels, and User Creation Type. Further, you get options 'Is, Is Not, Starts with, Ends with, Contains, Does Not Contains', helping in narrowing down the application of the 'Assignment Rule.'
Let's say you want to create rules for only those customers whose message content is: buy, order, or purchase. How do you do that?
Select the 'message content', then opt for 'Is' and enter the value as 'buy'. Repeat the same for entering the values 'order' and 'purchase.
Make sure you turn the 'AND' to 'OR' by tapping on otherwise the rule won't be applied until the customer messages all three words.
This step includes assigning the chat to the agent concerned. It's advisable not to randomly assign every time. Not every agent is skilled at solving all kinds of problems. Think about what the rule is being created for and then accordingly assign it to the agent.
Lastly, you can assign conversation labels, tags, and segments for all those customers who has been part of the assignment rule.
Tap 'Confirm' to make the rule.
Rules, once made, can't be customized.
