Assign Chat

Assigns the chat to an agent who can handle it. In Chatman, chats are assigned based on two methods: manually and based on set assignment rule.

Use Cases

1. When the query goes beyond the bot's training and requires human interference.

2. An agent can assign a chat to another agent if a customer query remains unsolved. Say, the agent was assigned to solve a delivered product query but wasn't able to assist much; he might assign the chat to a superior, say a 'Manager.'

In Shared team inbox, you can assign a chat manually to any agent, manager or even user groups. Let's explore the steps for the same.

Manually Assign a Conversation

1. Head over to the right-hand corner of the Chat section, where you will find an option to Assign.

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1. Say you have an agent as 'Sahil'; select the Agent from the drop-down list and click Confirm.

You can even assign chat to a group of agents by creating User Groups to handle specific types of queries.

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1. The agent (Sahil) will be assigned to the conversation. Once it is assigned, the agent can join the conversation and close the chat once the customer is satisfied with the solution (OR in 24 hrs automatically).

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This was a manual method of assigning a chat to different agents. Generally, the chats are assigned on the basis of the Assignment Rule.

Assignment Rule