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How to auto-assign chats?

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Streamline workflow with automated chat distribution. Assign incoming chats to teammates efficiently, either by specific criteria or through round-robin allocation. Let's optimize productivity!

Steps

Step 1: Access Channel Settings

  • On the Messcat dashboard, hover over the menu on the left-hand side. Find the “Inbox” section and the click “Manage Channels”.

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Step 2: Open Advanced Settings

  • If you manage multiple channels (accounts), you’ll see a list of channels.
  • Locate the channel you selected and tap on the three dots menu in the top right corner of its row.

  • From the menu, select "Settings".

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Step 3: Configure Auto-Assignment

  • Scroll down to find the section labeled "Auto-Assign Incoming Chats".

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Step 4: Choose Assignment Method

  • You'll see options for auto-assigning teammates. Here are the two common methods:
    • Smart Assign: This option automatically assigns chats to the teammate with the fewest currently assigned chats.
    • Round Robin Assign: Select multiple teammates for this method. Chats will be automatically assigned to each teammate in a sequential order, ensuring a balanced workload.