Hiver Ideas

Skill-based auto assignment in Automations
Feature request
Completed February 06, 2023
Image #1

With the new 'Assign among' action in Automations, you can auto assign new conversations that match a certain criteria among a specific set of members. The conversation gets assigned to the member with the least number of Open conversations to optimise the load amongst the selected members.

So, for example, if you have conversations that come in with the subject 'Refund' you can then auto assign these conversations among selected members who are skilled to handle these conversations.

Changelog Roadmap