In Freshchat if you’re an Account Owner or Admin, you have the flexibility to assign conversations to agents or groups manually or automatically. To ensure optimal customer support experience, it's essential to route conversations to the most appropriate team member. Freshchat offers three methods for conversation assignment:
Manually assign conversations.
Automatically assign conversations by defining rules or with our load-balanced assignment method
Auto-route with Topics to group mapping using.
MANUALLY ASSIGN CONVERSATIONS
To ensure the best customer experience, you may need to involve other agents with specialized expertise in a conversation. For example, you can pass on a technical query to a developer or a demo request to your team.
- Locate and click on the "Team Inbox" section in your Freshchat dashboard.
- Select the specific conversation you want to assign.
- Choose the Group: Locate the "Add group" dropdown menu and select the appropriate team for the conversation.
4.Choose the Agent: Locate the "Add agent" dropdown menu and select the appropriate agent for the conversation.
NOTE: You can also bulk assign conversations to other agents or groups by selecting the checkbox against multiple conversations.
AUTOMATIC CONVERSATION ASSIGNMENT
Assignment Rules
You can automatically assign incoming conversations to specific agents or teams by setting up rules based on conversation content and customer information tracked in Freshchat.
For example, if you have support teams dedicated to different regions or specialized teams for certain types of queries, Assignment Rules ensure that each customer is connected with the right person or team to handle their request efficiently.
Creating Assignment Rules
- Define Conditions: In the "If" block, specify the criteria for triggering the rule. You may use:
Message Properties: Analyze attributes of the message itself, such as body, channel, or source.
App Properties: Utilize properties specific to the Freshchat app, such as message time, business hour, or number of agents online.
Custom Properties: Use custom data fields to track additional information, such as product, time zone, or address.
System Custom Properties: Access predefined system variables, such as the email, phone, or user language.
2. Choose an Action: In the "Then" block, select the desired follow-up action:
Assign to Agent: Manually specify the agent who should handle the conversation.
Assign to Group: Automatically route the conversation to a predefined team or group.
3. Click on “Save” to create the new rule.
CONSIDERATIONS
- You can create as many conditions as needed to accurately target specific conversations.
- You can determine whether the rule should trigger when all or any of the defined conditions are met.
- If you have multiple rules setup, you can reorder it by holding and moving the rules up or down.
