Different Ways Of Chat Assignment

There are three ways in which you can assign a chat to the agent.

Customer Starts A Conversation:

Chat Status Is Open

  • It will assign the chat to an Available Agent or Admin.

  • Assign to an agent or group of agents with Join Conversation State.

  • Look for an Assignment Rule, if any.

Chat Status Is Closed

  • It will check for a Direct Rule. It can be accessed by typing @ with the message. This will bypass all the rules in the system and follow the command attached with @. This @ command works for assigning agents to the chat, assigning labels or tags to the chat, or entering that chat into the journey flow. For example, How May I Help You?@label: Urgent. This will assign a label "Urgent" to the Conversation.

  • It will check for an Assignment rule.

  • Check Instinct AI if any intent matches with the user utterance and accordingly share text messages or enter into a journey flow.

Reported As Spam,

  • It will listen to the message but there will be no communication from the business side until unblock.

  • The system will generate a reminder message to unblock the cusotmer every 24 hours.

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