Keep Contact Assignee after Close Conversation | Voters

Keep Contact Assignee after Close Conversation

complete

Jakub Niżniowski

Now, when you mark message as done, it becomes unassigned. That means that when the contact writes again, every space operator is notified.

In my use case, I can image a better scenario:

A new message is assigned to operator A
The message is marked as done and assignment stays with operator A
the contact writes again – it's still assigned to operator A, so he/she is notified, as well as the space host/supervisor/manager (a new role for spaces?) who is responsible for the space – but nobody else.

It's all about work flow :)

July 13, 2019

Faeez M. Noor

marked this post as

complete

Contacts are no longer unassigned when conversations are closed! 🎉
Users can start updating their Workflows and activate this new behavior in Settings > Workspace Settings > General.
Read more about this release here: https://respond.canny.io/changelog/conversations-are-no-longer-unassigned-when-closed

Bopha Vann

I agreed and wish to have it soon

Alejandro Solórzano ( Gerente Marketing Digital )

Please, totally necessary. That the assignment can be respected, manual or automatic

Jerry (CEO)

Hello Alejandro Solórzano ( Gerente Marketing Digital ): thanks for your feedback, this is one of our priorities for this year:)

Mei Wei

marked this post as

in progress

Jerry (CEO)

marked this post as

planned

Jerry (CEO)

Merged in a post:

Automatically Assign Contact to previous Assignee

Jerry (CEO)

Assigns to the user that was the last assignee on the platform.

Open questions:

What if previously assigned user no longer has access to space?
What if contact is new and has never been assigned to anyone?

September 28, 2020

Fernando Leon

This is good and if the agent is not online can assign to supervisor or other agent

David Rodríguez

Hi Gerardo

The assignment could also be made to groups or departments of collaborators

Islam Tohamy

Please add ability for delay in s. or m. before auto assign

also ability to assign depending on user defined condition

Jerry (CEO)

Hey Jakub Niżniowski, imagine operator A is not on duty that day, then nobody for see that message and the contact will have to wait until operator A is back. How do you suggest we solve this issue?

Jakub Niżniowski

Jerry (CEO): that's why I wrote about the space supervisor(s) who manages all communication within the space. The supervisor can delegate the contact to operator B to continue the conversation.

Attention Chat

Jerry (CEO): Would it be possible to reassign to an available agent? Not all operations have staff to reassign these cases

Jerry (CEO)

Attention Chat: This will be possible with the new Automation Workflows feature: https://respond.canny.io/feature-request/p/flow-builder-workflows-for-automation-rules-improvements-to-automation

We are aiming to release this at the beginning of Q2 :)

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