Auto Assign : Set-Up
Accessing Auto Assign :
To begin, navigate to the Auto Assign page from your main menu. This feature empowers you to automate the assignment of incoming customer messages to specific teammates or groups based on keywords they use.
Understanding the Interface:
The image showcases the core components of Auto Assign:
Group: Use this section to categorize your keywords. For example, you can group them by access roles to the platform, specific campaigns, or particular purposes.
Target Channel: This displays the communication channel (in this case, Omnichat CSM Demo) where the auto-assign rules will be applied.
Auto-assign Rules: This section lists the defined rules for automatic message assignment. Each rule consists of:
Customers' Messages
Role/Person the message will be assigned to
Status - whether enabled or disabled
More Actions - for further editing, generating QR code, enabling/disabling the rule, or deleting the rule altogether.
Auto-Assign Set-Up Process
First, from the main menu, navigate to "Advanced Automation"
Select "Auto Assign".
Now, just like in Auto Reply, you will need to add a new group to nestle your keyword rules underneath.
Create the group name for your Auto Assign rule. Ensure the rule is "Enabled".
Select the target channel.
Click "Save"
Once the Group is enabled, click on "Add New Rule".
Select your corresponding keyword condition, then insert your preferred keyword. *Please note that image messages are currently not supported as triggers for auto assign.
Now, select the teammate responsible for handling the keyword. If there are no specific teammate, the option will assign your contact to all the teammates in your account. You can also select specific roles to handle the keyword if necessary. If you are on the OMO plan, you can assign specific keywords to specific store locations. In this example, "Finance (Customer Service Manager)" is selected.
Select the order which the assignment will be done. "Random" - the assignment will be randomised. "Sequential" - contacts are assigned to agents in the order they join the platform.
After you have completed your settings, click "Save".
Confirm your settings once you have saved them.
To test your keyword rule out, click the three dots (...) in the Action column once the rule is generated.
Click "Get QR Code" .
Click "Generate".
Click on the corresponding URL or scan the QR code with your mobile phone. You will see the predefined text in your message input section on the app in your device. Proceed to send the keyword to the channel. Then, go to Inbox.
If you have assigned the keyword to yourself, go to "My Cases > Progress", then see if your test contact appears on your inbox. Otherwise, go to Teammates Cases > Progress, and see if the contact is successfully assigned to your teammate.
If the contact appears, congratulations, your test is successful. You can now proceed to use Keyword Auto Assign for your contacts!
Other Frequently Asked Questions
1. How can we set up auto-assign trigger conditions for conversations coming from FB/IG ads?
Applicable channel: WhatsApp (currently, automatic assignment is only supported for this channel).
Generally, when a conversation enters Omnichat via a FB/IG ad, it will appear in two separate messages:
First message: The ad post content (ending with:
source: post URL/Ad ID: a string of numbers).Second message: The pre-filled message (this text is configured by the brand when setting up the ad. When a customer clicks on the ad and enters the chat, this message will already be pre-filled in the input box).
Additional Note:
For posts where the source is displayed as a Post ID, the setup method follows the same logic as described above.
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