Sticky Sessions ensure that customers who return to your helpdesk within a specified period are reconnected with the same agent they previously interacted with.
This feature helps provide continuity and a better customer experience by maintaining consistency in communication, avoiding the need for the customer to repeat their issue to a new agent.
How Sticky Sessions Work:
When a customer starts a new session within the configured number of days, the system automatically assigns them to the same agent who handled their last interaction, provided below conditions are met.
Conditions for Sticky Sessions:
No Specific Assignment: Sticky Sessions only work when the agent or team is not explicitly specified by chatbot or not configured in flow. This means that if an agent name is passed in the assign to agent block it will automatically assigns the customer to a specific agent or team, the sticky session logic will not apply.
Within the Specified Days: The feature is triggered only if the customer returns within the predefined number of days from their previous interaction. After this period, normal assignment rules apply.
Use Cases for Sticky Sessions:
Improved Customer Experience: Customers feel valued when they don’t have to repeat their queries to different agents.
Faster Resolution: Agents can quickly pick up where they left off, having context from previous conversations.
Assignment Logic When Agents are Unavailable
Availability check is true
When reassigning a ticket, the system follows this logic:
If a Team ID is provided:
The system will first check if the original agent is available.
If the original agent is unavailable, it will look for another available agent within the same team and assign the ticket to them.
If no Team ID is provided:
The system will check all the teams the original agent is part of.
It will then assign the ticket to any available agent from any of those teams.
If no agents are available:
If no agents from any of the teams are available, the ticket will be moved to the "Unassigned" bucket.
Availability check is false
If the availability check is set to false, It will assign to the same agent even if the agent is unavailable.
How to Enable Sticky Sessions:
Navigate to the Settings.
Under the Assignment Logic section, locate the Sticky Sessions option.
Set the number of days for which the sticky session should apply (e.g., 7 days).
Save your changes.
FAQs
1) What happens if the previous agent is unavailable?
If the agent is unavailable and availability check is turned on, the system will follow the default assignment rules, such as routing to the next available agent or team.
If the availability check is turned off it will still assign to the same agent.
2) Does the feature work for new tickets?
Sticky Sessions can apply to reopened tickets or new tickets if the customer returns within the specified period and the chatbot has not pre-assigned an agent or team.
For further assistance or to raise feature requests related to Sticky Sessions, please contact [email protected]