Assigning Messenger Conversations Automatically as They Come In

Overview

If you are offering real-time support with Kayako Messenger, it is useful to set up a trigger to auto-assign all your Messenger conversations to teams, right when they start. To do this, you will create a trigger that will look for new Messenger conversations that do not have an assignee. 

 

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Diagnosis 

When it comes to streamlining your support processes, conversation assignments are often a good place to find some quick solutions. Between reviewing the queue, assessing individual conversations, and selecting appropriate assignments, your entire team can end up sinking a ton of time into the process. But with Kayako's automation tools, you can instantly route certain conversations to certain agents or teams. That means less time spent deliberating and more time spent solving problems for your customers.

In Kayako, you can create a trigger that auto-assigns conversations created from your messenger channel to a specific team or agent. The trigger should be configured to look for new Messenger conversations that do not have an assignee. It is important to make sure that only messenger conversations without an assignee are to be auto-assigned by this trigger to make sure you are not inadvertently resetting assignments made by your engagement rules (if you are proactively messaging customers).

NOTE: To learn more about the different conditions and actions available when building automations, please visit the Building Automation Conditions article.

 

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Prerequisite

• To add a trigger in Kayako, you need an administrator account with the 'Manage automations' permission.

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Solution

1. Sign in to your Kayako and go to the admin area.

2. In the sidebar, click Triggers to see the list of any triggers that have been created in your Kayako.

3. Click the New trigger button.

   

4. In the Rule Title field, add a descriptive title. In this exercise, let's say Assigning Messenger Conversations.

   NOTE: It's essential to use a good naming convention so you can keep track as you add more and more automations.

5. In the Rule Settings section, select the source channel. In this exercise, we are selecting Messenger.

6. In the 'When these conditions are met' section, from the 'Select a condition' dropdown, choose 'Conversations: Update type'.

   • From the next dropdown, choose equal to.
   • From the last dropdown, choose New conversation created.
     

7. Click the +AND button to add an AND condition.

8. From the Select a condition dropdown, choose Conversation: Assignee.

   • From the next dropdown, choose equal to.
   • From the last dropdown, choose (Unassigned).
     

9. In the 'Perform the following actions' section, from the 'Select an action' dropdown, select Conversation: Team.

   • From the next dropdown, choose change.
   • From the last dropdown, choose the '[name of the team]' (in this exercise, we are selecting the Messenger Team).

10. Click the Save button to create your new trigger.

    

 

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Confirmation

Every time your customer initiates a chat session, the conversation created out of those chat sessions will be assigned to the team you specified in the trigger automatically. 

 

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