Assigning the right chats to support agents is crucial for efficient customer support. Quick agent response leads to an enhanced customer experience.
Navigate to the Helpdesk→ Settings and click on 'Assignment logic' to implement a strategy that enhances agent efficiency.
Configuration:
Configure the chat flow for your agents by choosing from the following options:
Unassigned - Agents can manually select or pick chats from a shared inbox.
Round robin - Chats are assigned in a rotating manner to live agents.
Custom assignment logic - Choose how Facebook comments, Facebook DMs and Manifest live chats are handled: create a ticket for a specific team or staff member, or don't create a ticket at all.
Auto-close tickets - Chats will automatically close if there is no activity for a specified period.
SLA policies - Implement Service Level Agreement (SLA) policies to set and maintain response time targets for your teams.
Working hours - Specify team working hours to determine the time frame during which tickets can be assigned to agents within the team.
Sticky sessions - Customers are reconnected to the same agent who handled their last chat
Prevent New Journeys While Awaiting Assignment - Moves tickets to the Unassigned state when the store is outside working hours, preventing new journeys from being triggered. Tickets are assigned to an agent when working hours start within the configured assignment window.
We’ve introduced the ability to make the "Auto-Assign Ticket on Agent Response" feature optional. This update gives you greater flexibility in managing ticket assignments.
Previous Behavior
When Agent X responded to a ticket assigned to Agent Y, the ticket would automatically be reassigned to Agent X.
New Capability
With this setting disabled in Assignment Logic, the ticket will remain assigned to Agent Y, even if Agent X responds.
This ensures tickets stay with the originally assigned agent unless reassignment is explicitly required.
Default Setting
By default, the "Auto-Assign Ticket on Agent Response" feature is enabled.
If needed, you can disable this feature through the Assignment Logic settings.
This enhancement provides more control over ticket assignments, allowing you to customize workflows according to your team’s needs.
Facebook Channel Assignment Logic
You can now set up custom assignment logic for the Facebook channel in Helpdesk Assignment Logic settings.
Key Features:
Create Ticket
Based on assignment type selected (Round Robin / Unassigned)
Assign to Specific Team
Assign to Specific Agent (only for Round Robin)
Don't Create Ticket
FYI – Similar assignment customizations can be achieved for WhatsApp, Instagram, and Email via Journeys.
You can also customize assignment logic for Facebook Comments and Facebook DMs using the following options:
Create ticket
Don’t create a ticket
Custom Assignment Logic for Manifest Live Chat
If your store is connected to Manifest, you can now choose where your Manifest live chats go. Send them to the team or staff member who handles chat, or keep them out of Helpdesk.
Until now, live-chat tickets followed your main assignment rule (Round Robin or Unassigned), like every other ticket. This setting lets you handle them separately.
You have two options
Create a ticket - A Helpdesk ticket is created and goes to the team or staff member you pick in Assign to. This applies even if your main assignment rule is Round Robin or Unassigned.
Don't create a ticket - The conversation stays in your Manifest live-chat inbox, and no Helpdesk ticket is created for it
How to set it up
Go to Helpdesk → Settings and click on Assignment logic
Scroll down to Custom assignment logic.
Next to Manifest live chat, choose Create a ticket or Don't create a ticket.
If you chose Create a ticket, click Assign to. Pick a team from the Team tab, or a person from the Staff tab.
Click Save.
Tip: When Don't create a ticket is selected, the Assign to box is greyed out, since there's no ticket to assign.
Good to know
You'll only see the Manifest live chat row while your store is connected to Manifest. If you disconnect Manifest, the row is hidden.
If Accept assignments only if staffs are available is turned on and no one in the chosen team is available, the ticket is handled the same way as any other ticket when staff are unavailable.
Journeys don't route Manifest live chats. Use this setting to choose where they go.
Sticky Sessions
You can now override journey-based assignment rules to maintain sticky sessions in Helpdesk. This ensures that customers remain connected to their previous agent, even if the journey logic suggests otherwise.
To enable this, go to Settings → Assignment Logic in the BIK Dashboard.
For more details, please refer to this document:
https://help.bik.ai/en/articles/9980832-sticky-sessions
Prevent New Journeys while Awaiting Assignment
Chats received outside working hours now move to Unassigned state, preventing new journeys from being triggered while the ticket awaits agent assignment.
If working hours start within the configured assignment window, the ticket is assigned to an agent.
If the window expires before working hours start, the ticket moves back to the Chatbot.
This feature is enabled by default, with the assignment window set to 72 hours. The assignment window can be modified, or the feature can be disabled, by navigating to
Helpdesk → Settings → Assignment logic
Note: This feature is applicable to Instagram DM and WhatsApp channels only.
FAQs
1) What are the criteria for assigning leads or tasks to team members?
Criteria can be the basis assignment logic discussed above:
Shared inbox
Round robin
2) Can I set up different assignment rules for different teams?
Your main assignment rule (Unassigned or Round Robin) applies to your whole store. For Facebook comments, Facebook DMs and Manifest live chat, you can use Custom assignment logic to send tickets to a specific team or staff member.
3) How can I prioritise assignments based on different factors?
Assignment prioritisation can vary based on business scale and specific use cases. For smaller teams with 2-3 agents, a shared inbox assignment logic may enhance efficiency, while mid-sized teams of 5-8 might benefit from a Round robin assignment logic to ensure equitable distribution and agent efficiency.
4) Is there a way to automate the assignment process?
Currently, we utilize assignment processes from the settings page, and it operates on a self-serve basis rather than a workflow-based assignment process.
5) Can I manually override assignment rules if necessary?
Yes, you can manually assign/reassign chats to teams or agents from the ‘Helpdesk’ window.
6) Can I set different assignment rules for Facebook comments and messages?
Yes. Facebook comments and DMs can now have their own custom assignment logic—either to create a ticket or not—configured directly within Helpdesk settings.
7) Why don't I see Manifest live chat under Custom assignment logic?
The Manifest live chat row only appears when your store is connected to Manifest. Once you connect it, the row shows up in Assignment logic.
8) Can I send Manifest live chats to one team and leave everything else on Round Robin?
Yes. Set Manifest live chat to Create a ticket and pick the team in Assign to. Your other tickets aren't affected.
For further assistance or to raise feature requests related to Assignment Logic, please contact [email protected]