Efficient conversation management is key to delivering seamless customer support. Automation and routing features like Assignment Rules, IntelliAssign, and Advanced Automations ensure that conversations are handled by the right agents at the right time, improving response times and overall efficiency.


Here’s how these features can enhance your support operations:

  1. Conversation Assignment Rules

Assignment rules automatically assign incoming conversations to specific agents or groups based on predefined criteria such as message content, customer information, or message source. This helps ensure that customers are directed to the appropriate support team for efficient handling of their queries.


The following are some scenarios when you can use assignment rules:

  1. Regional Support Assignment: Route conversations from customers in different regions to the corresponding regional support teams.

  2. Topic-Specific Routing: Assign messages containing keywords like "refund" or "payment" to a specialized billing support team.

  3. Language-Based Assignment: Direct customers to support agents who speak their language based on the browser language or country information.


Learn more about Conversation Assignment Rules


  1. Conversation Routing (IntelliAssign)

IntelliAssign is an automated conversation routing feature that assigns incoming chats to agents based on their current load and predefined criteria. It ensures efficient conversation distribution, balancing the workload among available agents using load-based, skill-based, or round-robin logic.


The following are some scenarios when you can use IntelliAssign:

  1. Load Balancing: Distribute incoming chats to agents with the lightest workload to prevent overload and ensure timely responses.

  2. Skill-Based Routing: Assign conversations to agents with specific skills relevant to the query, such as technical support or billing.


Learn more about Conversation Routing


  1. Conversation skills

Conversation Skills or Skill-based routing streamlines the prioritization and allocation of conversations to the most suitable agents based on their skills. For example, Spanish-language tickets are automatically assigned to agents fluent in Spanish, ensuring swift and efficient resolution.

Here are some reasons to use Conversation Skills:

  1. Swift response and resolution: Consistently assign conversations to agents with the most appropriate skills.

  2. Prioritization of critical issues: Ensures critical matters receive immediate attention over less urgent issues.

  3. Balanced workload distribution: Prevents agent overload by allocating tasks based on individual capacities.


Learn more about Conversation Skills



  1. Advanced automations

Advanced Automations is a Marketplace integration that enables you to automate daily chat workflows. This saves time for your agents and allows them to focus on more critical tasks. By utilizing Advanced Automations, you can streamline responses, resolve issues faster, and ensure efficient workflow management through predefined and custom automation workflows.

The following are some scenarios when you can use Advance automations

  1. Auto Response for Common Queries

    • Description: Automate responses to frequently asked questions or common queries to provide instant customer assistance.

    • Use Case: When a customer asks about business hours or return policies, an automated response is triggered. The relevant information is provided immediately, removing the need for agent intervention.

  2. Auto Escalation for Unresolved Issues

    • Description: Automatically escalate conversations to a higher-level support agent or a specific team when predefined conditions are met.

    • Use Case: If a customer issue remains unresolved for more than three days or requires an engineer’s input, the system automatically escalates the ticket to a senior agent or technical team to ensure a timely and effective resolution.

  3. Proactive Customer Follow-Up

    • Description: Set up automations to follow up with customers after a certain period or after specific events to ensure satisfaction and identify areas of improvement.

    • Use Case: After resolving a support ticket, an automated follow-up message is sent to the customer after 48 hours, asking for feedback on the service received.


Learn more about Advanced automations