Assigning Conversations According to Their Form

Overview

Forms let you tailor the information you collect to suit the type of support request being submitted. You can use automations to build on that, by automatically routing new conversations that come in via a particular form to the team that is best equipped to handle it.

 

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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 a specific form (e.g., Technical support, Reporting an error, Billing support, etc.) to a specific team or agent.

For this example, let us say you have a dedicated Tech Support team that is responsible for handling any requests that come in via the Technical support request or Reporting an error form. This automation will instantly assign those conversations to the Tech Support team.

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 Technical Support Queue Assignment.

   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 the Help Center because that is where your forms are being utilized.

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

   • From the next dropdown, choose equal to.
   • From the last dropdown, choose Technical support request.
     

7. 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 Technical support).

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

   

 

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Confirmation

Every time your customer selects the Technical support request form from the Help Center when submitting a new conversation, that conversation will be assigned to the Technical support team automatically instead of going into the general queue.

The image below shows a list of forms available for this sample Help Center.

 

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