Assign conversations to agents

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How to assign conversations to agents

ActiveCampaign's Conversations feature allows you to manage incoming chats and messages effectively by assigning them to specific agents. This functionality is crucial for clarifying conversation ownership and minimizing redundant work among team members. In this article, we will explore how to assign, reassign, and filter conversations based on agent assignments.

Introduction

The ability to assign conversations to agents is vital for maintaining efficient communication within your team. When conversations come into your unified inbox, they initially hold an unassigned status. By manually assigning conversations, or allowing the first agent who responds to take ownership, you establish clear responsibility for customer interactions. Understanding how to effectively utilize this feature can enhance your team's workflow and ensure timely responses to customer inquiries.

How to access this feature

To access the Assign conversations to agents feature, navigate to the Conversations section of your ActiveCampaign interface. Once in Conversations, you can view incoming messages in the unified inbox where you can start assigning them to agents.

Step-by-step instructions

1. 1. 1. Assign a conversation to an agent

1. **Click** on the new message from the left pane to open it. 2. **Click** the Agent dropdown and select the agent you wish to assign the conversation to.

After completing these steps, the agent will be notified of the assignment, and the conversation will display an assigned status.

1. 1. 1. Reassign a conversation to an agent

To reassign a conversation that you own: 1. From the Conversations inbox, **click** the Agent dropdown in the top right corner. 2. **Select** the agent to whom you want to reassign the conversation.

A notification will be sent to the new agent, and they will now have ownership of the conversation.

It is also possible to unassign a conversation by selecting Unassigned in the dropdown menu, which will notify all agents of the unassigned conversation's presence.

1. 1. 1. Filter conversations by assignment

To filter conversations in the left pane: 1. In your Conversations inbox, **click** the Assignment filter above the left pane. 2. A modal window will prompt you to choose your filter preferences. You can select unassigned conversations, specific agents, or groups. 3. After you've made your selections, **click** the Apply button.

This will refresh the inbox display to show only those conversations that meet your filtering criteria.

Configuration options and settings

When managing conversation assignments, several options and settings are prominently featured:

- Agent dropdown: This menu allows you to select which agent will be responsible for a given conversation. - Unassigned option: When selected, this option removes assignment and notifies all agents about an unassigned conversation. - Assignment filter: A tool for sorting conversations by their assignment status, allowing for custom views tailored to your preferences.

Best practices and tips

- Ensure that all agents are aware of how to use the assigning and reassigning features to prevent confusion and overlapping work. - Regularly communicate with your team about who is currently handling various conversations to maintain transparency. - Utilize filtering to streamline your workflow, particularly during busy periods when multiple conversations enter the inbox simultaneously.

Common use cases with examples

1. **Customer support queries**: When multiple agents are available, a customer service lead can quickly assign an incoming support inquiry to a specific agent based on availability or expertise. 2. **Sales inquiries**: In a sales setting, an incoming conversation can be swiftly assigned to an agent specialized in that product or service. 3. **Managing high-volume times**: During peak hours, the ability to reassign conversations to available agents ensures that no lead or inquiry goes unattended, helping to maintain high service levels.

Troubleshooting section

If you experience any issues while using the Conversations assignment feature: - Verify whether notifications are enabled for agents. Without desktop or audio notifications turned on in their settings, they may not receive alerts about new or reassigned conversations. - Ensure you are viewing the correct inbox or filter settings to locate all relevant conversations.

Related features

For additional insights and capabilities related to conversation management, consider exploring: - Automations: Set up automated responses that can assist agents during high volumes of inquiries. - Contacts: Manage customer relationships alongside their conversations for a holistic view of interactions.

FAQ section

How do assignment notifications work?

Agents receive notifications for incoming messages with an Unassigned status, when a conversation is assigned or reassigned to them, and when an assigned conversation is marked as Unassigned.

Can any agent contribute to a conversation?

Yes, any agent can contribute to a conversation, regardless of whether they are assigned to it.

Will the conversation remain assigned when it's marked as complete?

No, conversations marked as complete will revert to an unassigned status. All agents will be notified if a visitor decides to reopen the conversation.

What happens if no agent takes ownership of an unassigned conversation?

If no agent takes ownership of an unassigned conversation, it will remain in the inbox and can be assigned at any time by available agents.

How can I improve response times with assignments?

Optimize your team’s workflow by strategically assigning conversations to agents based on their availability and expertise, and regularly updating the team on ongoing conversations.

By effectively managing conversations through assigning and filtering, you can ensure that your team communicates more efficiently, ultimately leading to enhanced customer satisfaction.