Article: Assign Returning Customers to Dedicated Agents
Yong Wai Ting
Business Problem:
- Business wants to identify and assign returning Customer back to the same/dedicated agent.
Pain Points:
- Business doesn’t know how to automatically assign the returning customer back to the dedicated agent, if there’s one.
- Business doesn’t want returning customers with a dedicated agent to go through the same round robin assignment logic as new customers.
Yong Wai Ting
Stage:
AutomateObjective:
Route to HumanPotential Solutions:
- For 1st time (new) Contact: Route using round robin assignment
- For returning Contact, check on the custom field for dedicated agent:
- If there’s a dedicated agent, assign Contact to the agent.
- If no dedicated agent, route Contact using round robin assignment.
J
Joshua Loo
Hi Yong Wai Ting, could you kindly expound further on the "custom field for dedicated agent" part?
I've tried creating the Custom field and selected text for field type. But I still can't find the solution to assign the contact back to the same agent through the "Branch (Custom Field - dedicated agent) -> Assign to" workflow.
Yong Wai Ting
Joshua Loo: Hi Joshua,
The current workaround is to add a Branch step to check for each dedicated agent, and then add an Assign To step to assign the returning Contact to the relevant agent. As discussed, if you have 10 agents, you will have to create 10 Branch steps for this (see screenshot for reference).
