Assign to agent/agent group

Owned by Matthew Miao
Last updated: Aug 15, 2024
2 min read

Assign to Agent & Assign to Agent Group

You can streamline chat management by assigning interactions directly to specific agents or agent groups within the flow. Here's how:

  1. Navigate to the Action Node:

  • Go to the Action node in your flow editor.

  • Select the basic action options available for chat management.

Assign to Agent

Assigning to an Individual Agent:

  • From the list of agents, select the specific agent you want to handle the chat.

  • This ensures the chat is directed to the chosen agent, allowing for personalized and efficient user support.

 

Assigning to an Agent Group:

  • Select an agent group from your list of agent groups.

  • This allows the chat to be handled by any available agent within the group,

In the agent group, we have some default groups, 

Default Agent Groups 

Default Group 1 - All Users (Random)

This group includes all workspace members, such as the Owner, Admin, members, and agents. Tasks or chats are assigned randomly to any member of this group.

Useful when you want to distribute tasks without considering the current workload or specific roles.

Default Group 2 - All Users (Least Assigned)

This group includes all workspace members. Tasks or chats are assigned to the member with the fewest assignments, balancing the workload evenly.

Ideal for ensuring an even distribution of tasks across all users in the workspace.

Default Group 3 - All Users (Round Robin)

This group includes all workspace members. Tasks or chats are assigned in circular order, ensuring each member gets a turn sequentially.

Suitable for evenly distributing tasks predictably and fairly.

Default Group 4 - Only Agents (Random)

This group includes only the agents in the workspace. Tasks or chats are assigned randomly to any agent in this group.

Useful when you want to distribute tasks among agents without considering their current workload.

Default Group 5 - Only Agents (Least Assigned)

This group includes only the agents in the workspace. Tasks or chats are assigned to the agent with the fewest assignments, balancing the workload evenly.

Ideal for ensuring an even distribution of tasks, specifically among agents.

Default Group 6 - Only Agents (Round Robin)

This group includes only the agents in the workspace. Tasks or chats are assigned in circular order, ensuring each agent gets a turn sequentially.

Suitable for evenly distributing tasks among agents predictably and fairly.

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