Assign Agent to Customer's Chat

Learn how to assign agents to customer chats on DoubleTick. Use manual, automated, or random selection for efficient agent assignment based on customer actions.

We'll illustrate how to streamline the process of assigning an agent to manage customer inquiries without manual intervention. With the "Assign Agent" action feature in DoubleTick Bot, you can effortlessly configure automatic agent assignment triggered by customer actions such as clicking on designated buttons or typing predefined keywords. Let's dive in 👇

The Assign Agent action consists of three components:

• Manual Agent Selection: You can choose a specific agent from the dropdown list by clicking the search button. This allows you to assign particular chats to a specific agent. Simply select the agent's name whom you wish to assign the chats to.

• Random Agent Selection: This option enables the system to randomly assign chats to available agents. It distributes the workload evenly among team members.

• Re-assign if already assigned Checkbox: By checking this box, you allow the system to re-assign chats even if they are already assigned to an agent.

Example Scenario:

• Customer Query: A customer clicks on the "Support" button in the chat interface, indicating a need for assistance.

• Automatic Assignment: The chatbot triggers the "Assign Agent" action, randomly assigning the inquiry to an available agent or directing it to a designated expert based on predefined criteria.

• Agent Response: The assigned agent promptly engages with the customer, addressing their query and providing timely assistance, thus ensuring a positive customer experience.