> For the complete documentation index, see [llms.txt](https://docs.omnichat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.omnichat.ai/en/features/marketing/auto-assign-2.0.md).

# Auto Assign 2.0

Omnichat supports automatically assigning conversations to specific team members based on assignment triggers. This feature can be applied to Website Widget, Facebook Messenger, LINE, and WhatsApp.

{% hint style="info" %}
**Previous Feature Name:** Keyword Auto Assign
{% endhint %}

{% hint style="danger" %}
Auto assign is only triggered when the conversation is in the **Open**, **Chatbot**, or **Closed** status.

Conversations in **In Progress** status are considered to have already been taken over by a team member, so auto assign will not be triggered.

When auto assign is triggered, the conversation will automatically appear in the assigned team member’s **In Progress** conversation list.
{% endhint %}

## Introduction

### Auto Assign 2.0: Automated Customer Routing for Enhanced Efficiency

In today's fast-paced business environment, delivering exceptional customer service is of the highest priority. Auto Assign 2.0 is a powerful tool designed to optimize your customer support workflows by routing incoming messages to the most suitable team members or groups based on specific keywords or phrases.

**Key Benefits:**

* **Improved Response Times:** By instantly directing customer inquiries to the right agents, Auto Assign 2.0 significantly reduces response times, ensuring customers receive timely assistance.
* **Enhanced Efficiency:** Automating the message assignment process frees up your team to focus on resolving customer issues rather than manually sorting and routing messages.
* **Personalized Customer Experience:** By matching inquiries with agents who possess the relevant expertise, you can provide a more personalized and effective customer experience.
* **Scalability:** Auto Assign 2.0 adapts seamlessly to your growing business, effortlessly handling increasing volumes of customer interactions.

**Next Steps:**

In the following sections, we will provide a step-by-step walkthrough of how to access Auto Assign 2.0 and configure its various features to optimize your customer support operations.

Let's explore how this tool can help you transform your customer service capabilities!