Assignment Rules operate in a sequential order. Freshchat will only check subsequent conditions within a rule if the first condition is met.
If multiple rules are set up and a new message matches more than one, the rule at the top of the list takes priority, and the message will be assigned based on the first matching rule.
Assignment Rules also take precedence over IntelliAssign. When a new message arrives, Freshchat will first check it against Assignment Rules; if no match is found, the message will then proceed through IntelliAssign for assignment.
Additionally, Assignment Rules override any Topic-to-group mappings you have configured.
INTELLIASSIGN: SMART CONVERSATION ASSIGMENT
IntelliAssign routes automatically incoming conversations to the right team members based on their workload and availability.
Freshchat have two type of assignment rule:
- IntelliAssign: This feature assigns conversations to agents within a group, ensuring a fair distribution of tasks considering factors like the number of active conversations and agent availability.
- Omniroute: This advanced tool balances workload across various channels (chat, email, phone) to ensure efficient support. It automatically assigns tasks to agents based on their availability and expertise, optimizing productivity and delivering a seamless customer experience.
Note: If both Assignment Rules and IntelliAssign are enabled, Assignment Rules will take precedence.
SETUP INTELLIASSIGN LOGIC
1. Go to the “Admin” section of your Freshchat dashboard.
2. Locate the IntelliAssign setting and toggle the switch to the Enabled position.
3. Choose the Intelliasign Logic
- Load-Based Assignment
Conversations are assigned to the agent who currently has the most capacity to handle them.
Example: If Agent A can handle 10 conversations and is currently handling 3, and Agent B can handle 5 conversations and is handling 2, a new conversation will likely be assigned to Agent B as they have more capacity.
- Round-Robin Assignment
Conversations are assigned to agents in a rotating manner.
Example: If Agent A, B, and C have been idle for 2 hours, 1 hour, and 30 minutes respectively, the next conversation will be assigned to Agent A, as they've been idle the longest.
4. Agent Settings
In Agent settings, you can define idle time for agents, conversation time-out limit (when a conversation becomes inactive), reassignment condition, and the number of chats an agent can handle at a time.
Idle Time: If an agent hasn't been active on the Freshchat tab for a certain period, they'll be considered idle. By identifying idle agents, IntelliAssign can ensure that incoming conversations are promptly assigned to those who can respond quickly.
5. Auto Resolve
This feature automatically closes conversations that have been inactive for a specified period. By setting appropriate time limits, you can prevent your team from getting bogged down with stale conversations and improve overall efficiency.
6. Define load levels for agents
You can classify agents into different categories such as ‘Beginner’, ‘Intermediate’, and ‘Expert’ and define the number of active conversations each of them can handle at a time. For example, you can have a higher active conversation limit for your pro support team while defining a lower limit for your newbies or interns.
7. Group Settings
Apart from auto-assigning conversations to agents, you can also distribute chats to different teams (groups).
Note: If all agents in a group are inactive at the same time, the active conversations will stay open until one of them becomes active again.
SETUP OMNIROUTE
1. Navigate to Settings: Go to the “Admin” section of your Freshchat dashboard.
2. Activate Omniroute: Locate the Omniroute setting and toggle the switch to the Enabled position.
3. Agent Settings: You can set a timer after which an agent will be inactive in Omniroute (Idle time).
4. Group settings: You can assign conversations to specific teams or groups, ensuring that the right team handles each inquiry.
5. Agent Availability: Only agents who have actively marked themselves as available on Omniroute will receive assignments.