Skip to content
FlexiPedia logo

Assign to agent/agent group

Efficiently managing customer interactions is crucial for providing excellent service. With Flexito's chat assignment features, you can direct chats to specific agents or groups, ensuring personalised support and balanced workloads. Discover how to optimise your team's performanc

Flexito OmniAI
Beginnerv4
Read in:

Listen to an audio overview

A short, AI-generated podcast-style summary of this article.

Efficiently managing customer interactions is crucial for providing excellent service. With Flexito's chat assignment features, you can direct chats to specific agents or groups, ensuring personalised support and balanced workloads. Discover how to optimise your team's performance with these easy-to-use tools.

Assign Chats to Specific Agents or Groups

Enhance your chat management by directing interactions to particular agents or groups within your workflow. Follow these steps to get started:

  1. Steps to Access the Action Node:

  • Open the Action node in your flow editor.

  • Choose from the basic chat management actions available.

Assign a Chat to a Specific Agent

How to Assign a Chat to an Individual Agent:

  • Choose the agent you want from the list to manage the chat.

  • This approach ensures the chat is routed to the selected agent, providing tailored and efficient support.

How to Assign a Chat to an Agent Group:

  • Pick an agent group from your available list.

  • This option allows any agent in the group to handle the chat.

Within the agent group, there are some predefined groups available.

Predefined Agent Groups

Default Group 1 - All Users (Random)

This group comprises all workspace members, including the Owner, Admin, members, and agents. Tasks or chats are randomly assigned to any member.

This method is beneficial for distributing tasks without considering current workloads or specific roles.

Default Group 2 - All Users (Least Assigned)

This group also includes all workspace members. Tasks or chats go to the member with the fewest current assignments, ensuring an even workload distribution.

This approach is perfect for maintaining a balanced task distribution across all workspace users.

Default Group 3 - All Users (Round Robin)

This group includes all workspace members. Tasks or chats are assigned in a circular sequence, ensuring each member receives tasks in turn.

This method is ideal for predictable and fair task distribution.

Default Group 4 - Only Agents (Random)

This group consists solely of agents in the workspace. Tasks or chats are randomly allocated to any agent in this group.

This is useful for distributing tasks among agents without considering their current workload.

Default Group 5 - Only Agents (Least Assigned)

This group includes only agents in the workspace. Tasks or chats are given to the agent with the fewest current assignments, ensuring an even workload.

This method is ideal for balancing task distribution specifically among agents.

Default Group 6 - Only Agents (Round Robin)

This group consists only of agents in the workspace. Tasks or chats are assigned in a circular order, ensuring each agent takes turns sequentially.

This approach is suitable for predictable and fair task distribution among agents.