Assign chats to agents

Overview

You can set up agent auto assignment in Zaapi to manage the workload of your entire agent team equally. When a new customer chat is received, the automation will assign the chat to the team member based on the round robin logic.

You can use this automation to direct customer messages from specific channels to the team members responsible, or you can simply set one automation for your entire team so that they only need to focus on their own inbox.

The auto assignment logic will take into account admin working hours, so a new chat will never be assigned to an admin while they are not currently working.

What is round robin logic?

Round robin logic is a way of equally distributing chats across your team. It is a sequential assignment logic; for example: A, B, C, A, B, C, A, B, C and so on.

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How to set up agent auto assignment

1. Navigate to the "Automations" area on the web app

2. Click to create new automation

3. Select agent auto assignment

4. Select the channels you want to assign new chats from (most people select all channels here)

5. Select individual team members that you want to be included in the auto assignment, or select a team. Learn more about how to create a team here.

6. Give your automation a name

7. Click create automation to trigger it on

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Agent auto assignment limitations

• You can only set up one automation for each channel

• Assignment will not occur if a new customer message is received outside of the working hours of all agents in the automation