With Freshchat, you can assign customer conversations to another agent in your group or to a different group or agent as well. This is specifically useful when your teams have specific skills and capabilities, and a different team or agent can help your customers better.


  • Navigate to your Inbox and open the conversation that needs to be reassigned.
  • Select the group or an agent from the drop-down above the conversation.
  • The conversation is assigned to the selected group or agent.



You must create these groups or add the agents before assigning conversations to them. Learn more about adding agents and creating groups. 


Self-Assignment of Group and Agents

Agents also have the capability to allocate conversations to themselves from the Team Inbox. This enhancement grants them the convenient functionality of selecting the 'Assign to me' option for any unassigned conversation within the Team Inbox, streamlining the process of task distribution and management.


Note: Please make sure to add the Agents to the Group to see their name in the dropdown.


Automatic-Assignment of Group


The Group can be automatically assigned in the following ways:


1. Topic-Group mapping:


You can map the Group to the Topic so that every time the conversations get initiated it will be assigned to that Group. To do so, Kindly navigate to Freshchat Account -> Admin settings -> Chat Topics -> Click on the published topic -> Assign the Group. 



2. Conversation Assignment Rules


You can auto-assign incoming conversations to the Groups by defining rules based on the content of the conversation or any information about the customers that you can track using Freshchat. You can find a detailed guide to configure Assignment rules here.


 



Automatic-Assignment of Agents


1. Intelliassign


You can configure Intelliassign and assign the Chat conversations to the agent automatically. Please note that the agents should mark themselves active on IntelliAssign by clicking on their name in the top right corner of the screen and switching the 'Set active on IntelliAssign' toggle if they are added to the group enabled in Intelliassign settings. You can find a detailed guide to configure Intell-assign here.


2. Conversation Assignment Rules


You can auto-assign incoming conversations to the Agents by defining rules based on the content of the conversation or any information about the customers that you can track using Freshchat. You can find a detailed guide to configure Assignment rules here.


 


Advanced Automation Marketplace apps


You can use Advanced Automations app found under Marketplace app and create a rule to assign Groups or Agents based on the events performed by the User, Agents, content of the conversations or any other properties. Learn more about Advanced Automations app.