Chat assignment Rules enable you to create rules that assign chats to agents or groups based on conditions you define. For example, you can create a rule to assign chats to a specific group based on customer messages in the chat. It is important to prioritize your rules and list them in the order of execution.
To create a chat assignment rule based on customer messages:
Go to Admin Settings
Scroll down to Chat Settings and select Chat Assignment Rules.
Click on Create Rule and name the rule.
Select the “all” condition if you want all conditions to be met for the rule to execute.
Select the “is set” condition if you want atleast one of the conditions to be met for the rule to execute.
Choose the condition as “message text” “contains” and enter the message the customer would leave.
Add similar conditions with the same filter.
Choose the action as “assign to agent” or “assign to a group”
Here is a sample image of the chat assignment rule for customer messages.
Note: Please prioritize the rules after configuring the chat assignment rule.