Auto-Assignment
Assign incoming conversations to your team members.
Avochato makes it easy to manage conversation ownership in your inbox when you have multiple team members. You can adjust this configuration in Settings > Auto-Assignment.
Auto-Assign
You can set Avochato to automatically rotate assigning new conversations to team members as people contact your Avochato number. Toggle team members “on” or “off” to make them eligible to get auto-assigned.
Your AvoAI bot can be added to the auto-assignment roster. See more details on bot configuration here.
Setting Chat Limits
After you have added users to the auto-assignment roster, you will be able set chat limits. You have the ability to set different limits for both channels (SMS and Live Chat). Once all agents are at capacity, inbound conversations will be unassigned until an agent closes a conversation or another agent becomes available.
Unavailable
In the upper left corner of the Avochato screen a user can make themself available or unavailable when the auto assignment feature is turned on. New tickets will not be auto-assigned to unavailable agents.
Manage Conversations Assigned to you in Bulk If you're on the Auto Assignment Roster, Manage reassignment of unaddressed conversations much easier. Choose from several options to manage your unaddressed conversations: assign yourself to unaddressed and unassigned conversations, reassign conversations to another user, assign yourself to all unaddressed conversations, or mark all unaddressed conversations assigned to you as addressed:
Quickly Reassign Unaddressed Conversations
If you're on the Auto Assignment Roster, click on the left side Unaddressed section and choose from several options to manage your unaddressed conversations:
- assign yourself to unaddressed and unassigned conversations
- reassign conversations to another user
- assign yourself to all unaddressed conversations
- mark all unaddressed conversations assigned to you as addressed
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Assigning ticket owners manually
Regardless of Auto-Assign, you can always manually set the owner. Open the ticket in the Messages panel. Then select the correct team member from the assignee dropdown menu on the upper right corner of the page:
