Conversation Assignment Rules

YCloud will assign new conversations received by the connected phone numbers to the Inbox. This feature is for setting assignment rules for new conversations received in the Inbox.

Note: All organization members with access to the Inbox can view incoming conversations. Conversation assignment is to assign conversations to the "Assign to Me" list of organization members.

Guidance

Home > WhatsApp accounts > Number Settings > Assignment

Basic Assignment

• Option 1: Automatically assign new conversations sequentially to online members in the list.

  • Automatically route unassigned conversation once there is any agents online (optional)

• Option 2: Automatically assign new conversations sequentially to members in the list, regardless of their online status.

• Option 3: Allocate conversations sequentially based on the current workload of online agents, giving priority to those with fewer ongoing conversations.

  • Automatically route unassigned conversation once there is any agents online (optional)

• Option 4: Do not automatically assign; new conversations will go to unassigned.

Click "Add members" on the page to add to the assignment list. Expand the list to manage members.

Advanced Assignment

Advanced assignment rules take precedence over basic assignment rules. Enabling the advanced assignment rule button will prioritize the execution of advanced assignment rules. Only when the advanced assignment rules cannot be met will the basic assignment rules be executed.

When both are enabled, the options in advanced assignment rules have priority from top to bottom

• Option 1: When a conversation comes in, it will check if the customer has an Owner. If there is an Owner, the conversation will be forcibly assigned to that Owner.

• Option 2: The conversation will be assigned to the last agent who handled it (provided that the agent is online).