What is respond.io?
Setting Up an Account
Inviting Your Teammates
Getting Contacts to Message You
Automated Welcome and Away Messages
Responding to Messages
Glossary of Terms
WhatsApp Business Platform (API) Quick Start
Getting Ready for Inbound Conversations
Getting Ready for Promotional Messaging
WhatsApp Official Business Account (Green Tick)
Grow your WhatsApp Audience by Maximizing Entry Points
Get WhatsApp API Account for Government Agencies
Meta Business Verification
WhatsApp Message Templates
WhatsApp Business Platform (API) Channel Configuration
WhatsApp Messaging Limits
Change Your WhatsApp Business Display Name
Migrating from WhatsApp Personal or WhatsApp Business App
Phone Number Migration to respond.io WhatsApp Business Platform (API)
Turn-off WhatsApp Number Two-Step Verification
WhatsApp Cloud API
Phone Number Migration to WhatsApp Cloud API
Facebook Messenger Overview
Facebook Messenger Quick Start
Facebook Chat Plugin
Facebook Private Replies
Facebook Message Tag
Google Business Messages
Website Chat Widget
Website Chat Widget Overview
Website Chat Widget Quick Start
Install Website Chat Widget on WordPress
Install Website Chat Widget on Shopify
Install Website Chat Widget on Wix
Install Website Chat Widget on Joomla
Install Website Chat Widget on Squarespace
Dashboard & Reporting
Assignment and Closing a Conversation
Interacting with Respond AI
Using AI Assist
Workflow Steps Overview
Step: Send a Message
Step: Ask a Question
Step: Assign To
Step: Update Contact Tag
Step: Update Contact Field
Step: Open Conversation
Step: Close Conversation
Step: Add Comment
Step: Jump To
Step: Trigger Another Workflow
Step: Date & Time
Step: HTTP Request
Step: Add Google Sheets Row
Step: Respond with AI
Managing a Workspace
Workspace Settings: General
Workspace Settings: Users
Workspace Settings: Teams
Workspace Settings: Channels
Workspace Settings: Growth Widgets
Workspace Settings: Contact Fields
Workspace Settings: Integrations
Workspace Setting: Respond AI
Workspace Settings: Closing Notes
Workspace Settings: Snippets
Workspace Settings: Files
Workspace Settings: Data Export
Workspace Settings: Data Import
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: WhatsApp Fees
Organization Settings: Billing & Usage
Installing respond.io Mobile App
Messaging From Your Mobile
Managing Notifications On Your Mobile
Configuring Mobile App Settings
Handling Inbound Conversations
Create Automated Welcome and Away Messages
Get Contacts’ Consent for Personal Data Collection
Create Automated Chat Menus
Collect Contacts’ Emails and Phone Numbers
Route Contacts by Shifts
Route Contacts by Team Functions
Route New & Returning Contacts
Route VIP Contacts
Assignment Strategy: Automatic Contact Distribution & Load Balancing
Assignment Strategy: Unassign Agents after Conversations Closed
Converse with Customers
Understand the Individual: Get a Complete View of the Customers
Collaborate Internally: Simplify Customer Escalation with Automation
Collaborate Internally: Transfer Contacts to the Next Shift Automatically
Respond Intelligently: Optimize Agents’ Productivity in the Messages Module
Support Use Cases
Inbound Support: Identify Contacts by Email and Phone Number
Inbound Support: Enrich Customer Data from a CRM or other Business Software
Inbound Support: Route Customers to the Right Team Automatically
Inbound Support: Auto-Assign Customers to a Team or Dedicated Agent
Send Outbound Support Messages
Support: Closing Conversations
Supervising Your Support Agents
Reporting for Support
Send CSAT to Customer and Save Data in Google Sheets or CRMs
Sales Use Cases
Inbound Sales: Collect Leads' Email and Phone Number
Inbound Sales: Enrich Contact Data and Qualify Leads
Inbound Sales: Routing Leads
Inbound Sales: Auto-Assign Leads to Sales Agents
Sending Outbound Sales Messages
Track Productivity by Closing Conversations
Supervising Sales Agents
Reporting for Sales
Broadcasts Use Cases
Sending a Simple Broadcast
Start a Workflow Based on Broadcast Response
Troubleshooting a Failed Broadcast
Dialogflow: Connecting to Dialogflow
Dialogflow: Creating a Chatbot
Dialogflow: Managing Intents
Dialogflow: Response Templates
Dialogflow: Custom Payloads
Dialogflow: Fulfillment Webhook Request
E-Commerce & CRM Integrations
E-Commerce Integration: Shopify
E-Commerce Integration: BigCommerce
E-Commerce Integration: WooCommerce
E-Commerce Integration: Magento
CRM Integration: HubSpot
CRM Integration: Salesforce
CRM Integration: Pipedrive
CRM Integration: ActiveCampaign
Make (formerly Integromat)
We love to hear from you!
Table of Contents
Updated by Wai Ting Yong
The Assignments report provides an insight into how Contact assignments are working and if the assignments are done effectively on the platform. You can learn the total number of assignments and number of assignments done by source, as well as gain deeper insights on each Contact assignment that happened within a selected period.
Navigate to the Reports module and click Assignments.
- Frequency and date — Select a date range from the drop-down list to be applied to the report. Alternatively, you can define the date range by frequency. The following options are available:
- Last 7 Days
- Last 14 Days
- Last 30 Days
- This Month
- Last Month
- +Add Filter — You can refine the view of the report components by adding more filter(s). The following filters are available:
- Assigned To
- Assigned By User
- Contact - Search the Contact by Contact name and Contact ID. Use Contact filter to see the assignments for the specified Contact.
- Conversation ID - Filter by conversation ID to view the assignments that occurred in one conversation. As a manager, you can use this filter to analyze why certain conversations had many assignments.
- Clear All — You can use this option to reset the filters to the default selections.
- The selected filter(s) are not applicable here: This means the filter(s) you have selected are not applicable to the chart.
- The selected filter(s) have no applicable data: This means no data is available for the selected filter(s), for e.g. the chart is new and only available at a date later than the selected date range.
The number and percentage of Contact assignments within the selected period by sources.
The ways to assign and unassign a Contact are as follows:
The Contact was assigned by Developer API.
The Contact was assigned by Workflow step.
The Contact was assigned by Dialogflow bot.
The Contact was assigned by Zapier action.
The Contact was assigned by Make action.
The Contact was assigned by user from the Messages module. It applies when a user sends an outgoing message and the Contact is assigned to the user.
The Contact was assigned using the Contact Import feature where the assignee is indicated for the Contact in the Assignee column in the CSV file.
Close Conversation (Legacy)
The Contact was unassigned when a conversation is closed.
The Contact was assigned when they clicked an advertisement and sent a message.
The number of Contact assignments within the selected period by sources.
The percentage and total number of Contact assignments within the selected period by sources.
Contact Assignments Log
Here are the insights you can gain from each Contact assignment that happened.
Learn more about each column in the following table:
The date and time when the Contact was assigned.
The Conversation ID of the Contact where that assignment happened.
The Contact ID of the Contact assigned.
The name of the Contact assigned.
The previous assignee of the Contact. If there is no previous assignee, this will be shown as “-”.
The new assignee of the Contact.
The source of assignment.
The user who assigned the Contact to the assignee. Only applicable if the source is User.
FAQ and Troubleshooting
What happens when a returning Contact already has an assignee?
When a returning Contact with an existing assignee opens a new conversation, it does not prompt an assignment activity. This means that no number will be added to the Contact Assignments chart and no data will be added to the Contact Assignments Log.
For example, the conversation with Joe has ended and closed, but it remains assigned to Agent Fox. The same Contact, Joe, returns with another question, opening a new conversation. Because Agent Fox has remained as the assignee from the previous conversation, Joe will automatically appear in Agent Fox’s Mine inbox. The platform will consider this as no assignment has happened.
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Instantly identify and analyze top performing users and teams in the Workspace.
View the delivery rates of broadcasts to gain insights into the performance and delivery data of the broadcasts.
View the response rate of conversations so you know if your Contacts’ inquiries are being attended to in a timely manner.