Conversation Assignment
planned
Lilith Jalalyan
This enhancement is already refined and planned !
Provide admins with the ability to manage conversations that are currently handled by the AI Assistant, allowing them to take over seamlessly when necessary.
Scenario: An admin configures the inbox settings.
Feature Description: In the inbox settings menu, there will be an option labeled "Auto-Assign Pending Conversations Upon Agent's Reply."
When this setting is enabled:
Agent Experience:
When an agent opens a pending conversation, they will see an input field with a notification banner.
Banner Text: "This conversation is not assigned to you. Upon your reply, the conversation will be automatically assigned to you."
Action: If the agent replies to the conversation, it will be automatically assigned to them.
When this setting is disabled: (current behavior)
Agent Experience:
When an agent opens a conversation, they will see an input field with a different notification banner and a call-to-action (CTA) button.
Banner Text: "This conversation is not assigned to you. Would you like to assign this conversation to yourself?"
CTA Button: "Assign to me"
Action: The agent can choose to reply directly or click the "Assign to me" button to assign the conversation to themselves before replying.
Lilith Jalalyan
planned
Lilith Jalalyan
Arman Khachatryan now the conversations are being assigned based on the Queue logic IF auto assignment is enabled. [ https://hoory.canny.io/feature-requests/p/queued-conversations ]
A
Arman Khachatryan
Lilith Jalalyan: See what I meant:
It would be easier and faster to open and chat, which will automatically assign the conversation to the Agent who clicked Open.
Without that:
• if they just click Open on chat which is Unassigned, the system will assign it to any agent, but not to the one who opened it.
• they need to manually self-assigned, then click open to prevent the first point happening.