Chat assigned to an agent

Triggering Automation When an Agent is Assigned

Introduction:
we will demonstrate how to trigger automation when a live chat agent is assigned to a bot user. This can be done within a flow or in the live chat interface.

Use Case to Explain the Scenario:

1. Creating a Flow:

   • Start by creating a simple flow where the user is asked if they want to contact support.

   • If the user responds "yes," assign a live chat agent to the conversation.

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2. Setting Up the Automation Trigger:

   • Navigate to Automations > Triggers.

   • Create a new trigger by selecting Chat assigned to an agent.

   • Enable the trigger and save it.

   • The new trigger will appear at the bottom of the list.

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3. Tigger Subflow:

   • Set up the sub-flow according to your requirements.

4. Testing the Trigger:

   • You can see the trigger working in the live chat

Assigning a Live Chat Agent to a Bot User

This section explains how to assign a live chat agent to a bot user via the Live Chat Interface or Bulk Action through the Bot Users section. These steps enable better control over agent assignment.

1. Assigning via Live Chat Interface

1. Navigate to Live Chat from the main menu.

2. Select the conversation with the bot user you want to assign.

3. In the conversation panel on the right, locate the Assign to Agent option.

4. Choose an agent from the dropdown menu to complete the assignment.

This method allows for quick, real-time agent assignment directly within the live chat conversation view.

2. Bulk Assignment via Bot Users

1. Go to Bot -> Bot Users.

2. Select multiple users by checking the boxes next to their names.

3. Click Bulk Action in the top-right corner.

4. Choose Assign to Agent from the dropdown menu.

5. In the popup window, select the agent you wish to assign to these users and confirm.

This bulk assignment option is ideal for managing large numbers of users at once, streamlining the process of assigning agents to multiple users simultaneously.