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Janco Huiden

Joined Feb 07, 2023

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Last activity Feb 07, 2023

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Latest activity by Janco Huiden

Janco Huiden commented,

CommentWorkflow best practices and recipes

Hi there,

I am trying to set-up routing for Messaging tickets which come in through a bot for one of our customers. The following is the case:

I have 3 brands which use Messaging, each brand has a group/department for routing. All chat agents (3) are part of the 3 groups but each brand has one of these agents as primary contact. This means that for Brand A, the chat will initially be routed to agent A, Brand B for agent B etc. I have set this this:

Conditions

Ticket = Created

Channel = Messaging

Brand = Brand A

Actions

Group = Group A

Assignee = Agent A

However, if this agent doesn’t respond within 90 seconds, I would like the chat to be assigned to another one of the two agents which are also part of the group.

I tried setting this up by using both the reassignment feature in Chat as well as the one available in Omnichannel routing. However, this does not work. I suppose this is cause by the fact that the chat is assigned to a specific agent through the trigger. I have tried both the ‘assign’ and ‘broadcast’ options within Chat but neither work. In all my test, at least 2 agents from the group (the primary contact mentioned in the trigger and one other agent) were online.

 

Could you advise in the way to have this work as intended? It should be possible to reassign the chat if the agent does not respond within a certain timeframe, correct? Am I missing something or should this be set-up differently? I feel like I have tried every possible option but without success, thus I hope you can help me out here.

 

Thanks a lot in advance!

View comment · Posted Feb 07, 2023 · Janco Huiden

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