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For the complete documentation index, see llms.txt. This page is also available as Markdown.

Auto Assign(Old)

Omnichat supports Auto Assign that you can assign the cases to the specific agents. It can apply to Website live chat, Facebook Messenger, Line and WhatsApp

Previous Feature Name: Keyword Auto Assign

Notice: Auto Assign will only be triggered in the "Open", "Chatbot" and "Closed" conversations by default. The conversations in "Progress" are considered to be taken over by Live chat, so you need to tick the "Progress" option under "and case status is", otherwise it cannot be triggered.

"Auto Assign" will be triggered with "Auto Reply" at the same time

Add New Group

  1. Click the "Add New Group" button on the top right

  2. Enter the "Group Name" and select "Target Messenger"

  3. Click "Save"

Add New Rule

  1. Click "Add New Rule", and the form of "Add New Rule" will be popped up

  2. Set the Status

  3. Set the Keyword Condition

  4. Enter the "Keyword"; Leave "Keywords" empty means all received messages will trigger this rule

  5. When the customer enters a text message to trigger the automatic assign of the keyword, the customer will also be tagged.

  6. Set to assign to a specific "Teammates" or "Specific Roles" (no limited)

  7. Set the "Order by"

    1. "Random": The new case will be randomly assigned to the selected teammate, and there may be uneven distribution of assignment

    2. "Sequential": The new case will assign automatically according to the created time of eligible team members

  8. Click "Save"

If the teammate's online status is changed to "Offline", they will not be assigned

A teammate can change their online status on the left menu

The Rules of Keywords

  • Contains any

    • Example:

      • Keywords: A、 B、 C

      • Received message: I want to but A -> Eligible ✅

  • Contains all

    • Example:

      • Keywords: Buy、 B

      • Received message: I want to buy A -> Not Eligible ❌

      • Received message: I want to but B -> Eligible ✅

  • Is exactly the same as

    • Only one Keyword can be added

    • Example:

      • Keyword: 00

      • Received message: I want to buy 00 -> Not Eligible ❌

      • Received message: 00 -> Eligible ✅

Edit and Delete the Rule

  1. Click the "Edit" button to adjust the rule's setting

  2. Click the "Delete" button to delete the rule

  3. Click the "QR Code" button, which will generate a QR code image. When the customer scans the QR Code, WhatsApp will be opened and the keyword will be displayed in the input box (Only support one keyword/sentence rule)

QR code Supports WhatsApp DeepLink

  • For WhatsApp's Keyword QR code, you can choose the Static Link or WhatsApp DeepLink

  • Static Link: If the keyword changes, the QR code and link will not change accordingly

  • WhatsApp DeepLink: Provided to WhatsApp built-in QR code Scanner for scanning. If the keyword changes, the QR code and link will change accordingly

Clone the New Group

  1. Click the "Clone" button to copy the group with the assigned rules to another target communication channel

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