Automate Chat Assignment
Automatically assign conversations to agents based on your own rules
Automated agent assignment
Say goodbye to messy inboxes. Automatically assign conversations based on channels, accounts, agent working hours and more ensuring that chat volumes remain manageable and conversations are always routed to the right person.
Round-Robin chat assignment
With round-Robin assignment, you can ensure that incoming chats are evenly distributed between agents to maintain a fair and balanced workload. In this example, the first chat goes to Agent A, the second to Agent B, and the third to Agent C.
Organize and assign chats to the right teams for efficient management.
In this example, the Social Team handles customer inquiries on Facebook, Instagram, and LINE OA while the E-commerce Team manages chats on Shopee, Lazada, and TikTok Shop. This ensures efficient and specialized support across all platforms.
Distribute chats according to each agent's working hours.
Chats are automatically assigned to agents based on their individual working hours or the company's designated business hours. For teams working in shifts, the system ensures that chats are routed to available agents during their active hours, preventing missed messages. This streamlined process enhances efficiency, allowing agents to respond promptly and manage customer interactions more effectively.
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