Messages: Assign Contact to a Team (not to a specific User in Team)
S
Shi Hui
Currently our assignment logic only allows Contacts to be assigned to Users, an entire Team/group can't be the assignee. You can still carry out automatic assignment among teams, but the Contact will ultimately be assigned to one specific User of a Team, not to the Team itself.
Feel free to read more about our automatic assignment to teams here: https://respond.io/blog/auto-assignment-automatic-assignment-respondio
If you need for a contact to be assigned to the Team. Where the Team itself is the assignee of the Contact, please let us know by commenting in this thread.
DOO Doom
I want this futures to assign a group of groups.
Y
Yihui Chan
Merged in a post:
Group assignment
K
Kenneth Ryder
We want to assign client messages to groups as a whole. Not members in a group.
Y
Yihui Chan
Merged in a post:
Assign / transfer to a team instead of an agent
W
Wassim Zeidan
Currently, a conversation can be assigned or transferred to a team, but it is better if we can also choose a team, and whoever is available or has the least conversations would take it.
W
Wassim Zeidan
hi Yihui Chan, I should have been clearer in my request. I meant if an agent is chatting with someone and he/she wants to transfer the conversation, he should be able to transfer it to a team not just 1 person.
Y
Yihui Chan
Wassim Zeidan: Just to understand better, do you mean it would be ideal if the agent is able to manually transfer the contact to a team, and whoever is online and has the least conversations will be assigned to it automatically?
Because by using that template, you can assign it to a particular team, and ultimately anyone from that selected team who is online or have the least conversations will be assigned to it.
W
Wassim Zeidan
Yihui Chan: yes, because if I am not mistaken, a workflow will be triggered when a conversation starts to route it to the proper department. What I am requesting, is if I am from Sales handling a conversation and it needs Technical Support, I will be able to transfer the conversation to the appropriate department instead of 1 person
Y
Yihui Chan
Hi Wassim Zeidan, you can try using a workflow template that can help you with your use case.
Go to Workflows > Add Workflows > Choose "Assignment: Least Open Contacts" > Use Template. From there, you can configure the "Assign To" step to select a team, and only assign to online users and/or users with a number of open contacts assigned to them.
Let us know if this works for you, and if you have any questions. You can also read more about Workflows here: https://help.respond.io/l/en/workflows