Messages: Assign Contact to a Team (not to a specific User in Team) | Voters

Messages: Assign Contact to a Team (not to a specific User in Team)

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.

November 16, 2021

DOO Doom

I want this futures to assign a group of groups.

Yihui Chan

Merged in a post:

Group assignment

Kenneth Ryder

We want to assign client messages to groups as a whole. Not members in a group.

May 9, 2023

Yihui Chan

Merged in a post:

Assign / transfer to a team instead of an agent

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.

April 25, 2023

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.

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.

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

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