Keep Contact Assignee after Close Conversation
complete
J
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 :)
F
Faeez M. Noor
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
HQ_H.Manager Bopha
I agreed and wish to have it soon
A
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
in progress
Jerry (CEO)
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?
Fernando Leon
This is good and if the agent is not online can assign to supervisor or other agent
Ferney Beltrán
Hi Gerardo
The assignment could also be made to groups or departments of collaborators
I
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?
J
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.
A
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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