Not all agents have the same specialties, and sometimes it can be helpful to send your visitors to the agents best suited to meet their needs. Creating groups and assigning visitors to specific agents allows you to filter conversations and provide your visitors with expert help. You can assign your visitors to a specific group or agent or ask for an agent to join the conversation to help you on a subject directly from the conversation. To learn more on how to create groups, check our dedicated article Create and manage groups.
Before you start
- Make sure the agent and at least one agent of a group are online when you assign a visitor to them or they won't receive a notification. Only online agents receive a notification when a visitor is assigned to them.
- If you want to assign visitors to a specific group, make sure the group is enabled and activated. To learn more, check our dedicated article Create and manage groups in Conversations.
Assign visitors to an agent
If, when you receive a new conversation or during a conversation, you realize that the subject is the specialty of an agent, or if the information about the visitor mentions a preferred agent, you can directly assign the visitor to this specific agent. You do not necessarily have to join the conversation. Note that to be able to assign a visitor to a specific agent, the agent must be online or invisible.
To assign a visitor to a specific agent, click on the 👤+ icon under the name of the visitor directly from the conversation. Then, select from the list the agent to whom you want to assign this visitor:
The agent to whom the visitor has been assigned will receive a notification and the conversation will appear under their My tab. During the conversation, you can add as many agents as needed to help answer your visitor's request.
Assign visitors to a group
You can assign your visitors to a group of agents either automatically with triggers or manually from the conversation. You can even let your visitors assign themselves to a group. To learn more, check our dedicated article Let your visitors assign themselves to a group. You can manually reassign your visitor to another group or back to all agents at any time by clicking on # under their name from the conversation.
Assign visitors to a group manually
If, when you receive a new conversation or during a conversation, you realize that the subject is a specialty of a specific group of agents, you can manually assign your visitor to this specific group directly from the conversation. You can assign your visitors to only one group at a time, or all agents. Make sure that at least one agent from the group is online to reply to your visitor.
To assign a visitor to a specific group, click on the # icon under the name of the visitor directly from the conversation. Then, select from the list the group to which you want to assign this visitor:
The agents from the group to which you assign the visitor will receive a notification and the conversation will appear under their My tab.
Assign visitors to a group automatically with triggers
Setting up triggers will help you automatically assign your visitors to the right group of agents depending on the IF condition you set. For example, if you have two websites with different purposes, you can set up a trigger to automatically assign visitors from each website to the right agents. You can also set up triggers to automatically assign visitors to specific groups according to the page they are visiting or their behavior on the page. To learn more on how to set up triggers, check our dedicated article What are the targeted chats (or triggers) and how to use them?.
We will see how to set up a trigger to automatically assign french visitors to the FR support team. To do this, create a group with the agents that speak French and name it "FR Support team" for example. Choose the CURRENT URL option from the IF condition and paste the URL that redirects to the French version of your website. From the THEN condition, choose Assign visitors to a group and select the FR Support team group from the drop-down list. Remember to Enable the trigger and Save it.
Visitors who open the chat widget on the French version of your website will automatically be assigned to the FR Support team group.