Table of Contents

Inbound Support: Auto-Assign Customers to a Team or Dedicated Agent

JQ Lee Updated by JQ Lee

Business Goal: Automatically assign customers to a team or dedicated agent.

Respond.io’s default Contact Assignment behavior is the pick and assign system. As your company grows, this manual process can be time-consuming and raise a potential problem in ensuring a fair inbound conversation distribution among your support agents. These issues can be easily avoided by setting up a Workflow with automatic assignment logic based on your business support needs.

Benefits of Automatic Assignment

Use auto-assignment to:

  • save support agents and managers time compared to the manual picking or assignment process.
  • improve response time as customers will be assigned to a support agent quickly.

Methods for Automatic Assignment

  1. Auto-assign customers to a team and set assignment logic based on your business needs.
  2. Auto-assign customers to a dedicated agent.

Auto-Assign to a team and set assignment logic based on your business needs

Use this method when you want to automate your support assignment process.

Method Objectives

  • Auto-assign customers to a team or workspace using Workflows.
  • Set up assignment logic based on your business support preference.

Workflow Step Setup

Tip: Consider adding a routing method prior to this workflow if you have multiple teams.

Here’s how to set up the auto-assignment Workflow Step.

Here’s how to set up the auto-assignment Workflow Step.
Auto-assign customers to a team or workspace using Workflows

If you have multiple teams in the workspace, use the Assign To Step to assign customers to a team. If the workspace only consists of support agents, use the Assign To Step to assign customers to an agent in the workspace.

Assign To Step Initial configuration for team assignment
1. Add Assign To Step, select Assign to user in specific team in the Action dropdown.
2. Select the team you want to assign to.

Assign To Step Initial configuration for workspace assignment
1. Add Assign To Step, select Assign to user in the workspace in the Action dropdown.

Set up assignment logic based on your business support preference

Adjust auto-assignment logic based on your business support needs and priorities. If you want your support agents to deal with many customers simultaneously and resolve issues as quickly as possible, use the low-cost support configuration. If you want your support agents to focus on providing great support, use the high-quality support configuration.

Low-Cost Support Auto-Assignment configuration
1. Assignment Logic: Round robin, a regular flow of conversations urges support agents to close them steadily.
2. Online Users Only: Off, agents will continue to be assigned to Contacts when away from their desks or setting their User Status to Busy.
3. Max Open Contact Limit: Off, agents will not have a limit to the number of Contacts assigned.

High-Quality Support Auto-Assignment configuration
1. Assignment Logic: Least Open Contacts, assigning to agents with fewer customers to manage allows them to give their best attention to newly assigned Contacts.
2. Online Users Only: On, assigning to agents who are currently available can improve first response time.
3. Max Open Contact Limit: On, having a Contact limit helps agents not get overwhelmed by the number of customers they need to handle in one go.

Auto-Assign Customers to a Dedicated Agent

Use this method when you want to auto-assign a specific customer to a dedicated agent.

This method is useful when your business provides dedicated support agents to a special group of customers such as VIPs.

Method Objectives

  • Auto-assign customers directly to a dedicated agent using Workflows.

Workflow Step Setup

Here’s how to configure the Assign To Step to auto-assign Contacts to a dedicated agent.

how to configure the Assign To Step to auto-assign Contacts to a dedicated agent.

Add Assign To Step > select Assign to a specific user in Action dropdown > select the dedicated agent you want to assign to.

Tip: When a customer is assigned to an agent, here are some best practices for responding to messages.

Once a support agent has resolved a customer’s issue, close the conversation to remove the Contact from the Open Conversation queue, reducing the noise in the agent’s inbox view.

Tip: Keep in mind, the platform keeps agents assigned to Contacts by default. This can be modified by building a Workflow to unassign your agents from customers when conversations are closed.

IS THIS ARTICLE HELPFUL?

We'd love to hear from you!

Inbound Support: Route Customers to the Right Team Automatically

Send Outbound Support Messages

Can't find what you're looking for?

Talk to an expert here!

Contact Us
Powered by HelpDocs (opens in a new tab)

Powered by HelpDocs (opens in a new tab)