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Chat assigned to an agent

Enhance your customer support efficiency by automating tasks when a live chat agent is assigned to a bot user. Whether you need to streamline individual assignments or manage bulk user allocations, our guide simplifies the process, ensuring smooth operations and improved customer

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Enhance your customer support efficiency by automating tasks when a live chat agent is assigned to a bot user. Whether you need to streamline individual assignments or manage bulk user allocations, our guide simplifies the process, ensuring smooth operations and improved customer interactions.

Automating Actions When Assigning an Agent

In this guide, we'll show you how to set up automation that triggers when a live chat agent is assigned to a bot user. This can be configured within a flow or directly through the live chat interface.

Scenario Explanation:

  1. Creating a Flow:

  2. Begin by designing a basic flow where users are asked if they wish to contact support.

  3. If a user replies "yes," assign a live chat agent to the conversation.

  1. Configuring the Automation Trigger:

  2. Go to Automations > Triggers.

  3. Create a new trigger by choosing "Chat assigned to an agent."

  4. Activate the trigger and save your changes.

  5. The new trigger will be listed at the bottom.

  1. Setting Up the Subflow:

  2. Configure the subflow according to your specific needs.

  1. Testing the Automation:

  2. Verify the trigger's functionality within the live chat interface.

Assigning Agents to Bot Users

Learn how to assign a live chat agent to a bot user using either the Live Chat Interface or the Bulk Action feature in the Bot Users section. These methods give you greater control over agent assignments.

1. Assigning Through the Live Chat Interface

  1. Access Live Chat from the main menu.

  2. Select the conversation with the bot user you wish to assign.

  3. In the right-hand conversation panel, find the "Assign to Agent" option.

  4. Select an agent from the dropdown menu to finalize the assignment.

This approach allows for immediate, real-time agent assignment directly within the live chat view.

2. Bulk Assignment Using Bot Users

  1. Navigate to Bot -> Bot Users.

  2. Select multiple users by ticking the boxes next to their names.

  3. Click on "Bulk Action" in the top-right corner.

  4. Select "Assign to Agent" from the dropdown menu.

  5. In the popup, choose the agent you want to assign to these users and confirm your selection.

This bulk assignment feature is perfect for handling large groups of users, making it easier to assign agents to multiple users at once.