In today’s fast-paced business environment, the ability to seize opportunities quickly is a key factor for success. Many businesses are looking for efficient tools to help them respond to customer needs instantly and boost conversions. A system that intelligently assigns customers to the most suitable support agent ensures that every customer receives the best service possible, ultimately enhancing satisfaction and driving revenue growth.
For support teams, automated conversation assignment brings structure and efficiency, reducing the risk of overlooked inquiries and customer churn.
Four Methods for Assigning Customer Conversations
1. Round-Robin Assignment
The round-robin method distributes incoming conversations evenly among available support agents. This approach ensures:
- Fair workload distribution, preventing any single agent from being overwhelmed.
- Fast response times, ensuring that all inquiries are handled promptly.
2. Skill-Based Assignment
With skill-based routing, conversations are assigned based on:
- Customer queries
- Agent Expertise
- Required language or technical knowledge
This method ensures that customers receive the most relevant and professional support, maximizing each team member’s strengths.
3. Agent-Picked Assignment
This method allows support agents to select the conversations they are most confident handling. The benefits include:
- Greater agent autonomy can increase motivation and job satisfaction.
- More personalized customer service, as agents choose inquiries aligned with their expertise.
However, to prevent response delays and ensure fair workload distribution, proper monitoring is essential.
4. Workload-Based Assignment
The system automatically assigns conversations based on agent availability, taking into account:
- Current workload
- Ongoing conversations
- Predefined priority settings
This dynamic allocation ensures fast responses while maintaining a balanced workload across the team.
How to set up a rotation session mechanism in SaleSmartly?
1. Click [Automate Process] and select the applicable channel (you can choose chat plug-in, WhatsApp, Messenger, Facebook post comments, Instagram, Instagram posts, Telegram, Line, Email, Slack, and WeChat for Business ). You can also create a process that is universal for all channels.
2. Select [New Session] or [Visitor Sends Message] as the trigger condition. The process will be activated when a new session is received or a customer triggers the keyword.
3. Set a welcome message to guide customers to answer their questions.
4. Set a delayed trigger to allow customer service to have a certain amount of time to handle this conversation.
5. Select the agents to be assigned and the applicable sessions. You can also set whether to include offline/busy agents in the assignment.
Offline/busy customer service representatives do not participate in session allocation by default. The status of the customer service representative can be adjusted in the upper right corner.
How to set up session allocation based on team capabilities in SaleSmartly?
The core of conversation allocation of team capabilities lies in accurately grasping the professional field of customer service and making effective allocations based on this. The specific operation is to use chatbots to automatically identify customer needs to ensure that the most appropriate customer service is found, which may include product categories, technical support, or language preferences.
Take the customer service team of an airline as an example. If they want to allocate after-sales service inquiries, they can first classify them according to the language sent by the customer service, then ask the customer "What service do you need?" and give options such as "Refund", "Change", "Order Inquiry", etc. Then, according to the customer's choice, the inquiry will be transferred to the relevant team member.
1. Click [Automate Process] and select the applicable channel (you can choose chat plug-in, WhatsApp, Messenger, Facebook post comments, Instagram, Instagram posts, Telegram, Line, Email, Slack, and WeChat for Business ). You can also create a process that is universal for all channels.
2. Select [New Session] or [Visitor Sends Message] as the trigger condition. The process will be activated when a new session is received or a customer triggers the keyword.
3. Set filtering conditions, such as customer language, category of consultation questions, etc.
4. Configure relevant customer service personnel according to different conditions.
How to set up a salesperson's independent customer selection in SaleSmartly?
Find the [Unassigned] session in [ Online Chat], click [Join Session] and reply.
After replying, the conversation will automatically jump to the chat page of the corresponding customer service and will no longer appear in [Unassigned]. You can find the customer service representative in [Conversation Information] later.
How to set up distribution based on member busyness in SaleSmartly?
In [Settings] - [Chat Settings], you can directly allocate based on the number of sessions, the order of customer service members, and the proportion of member reception.
Member reception ratio: The weight is used to distribute according to the member's daily reception limit value. Please go to [Team Management] to set it. For example, if members A and B both have reception rights for a certain social media account, if member A's reception limit is set to 100 and member B's is 200, then the probability of new conversations of the social media account being allocated to A is 1/3 and B is 2/3. Other members without reception rights will not be allocated.
Old visitors can be assigned to the customer service member who has previously received them.