Last Updated on August 1, 2024 by Holland Rocha
What is Smart Assign?
Re:amaze offers a Round Robin-style tool we call Smart Assign. This automatically distributes conversations to team members without requiring you to select a specific person. With a smart twist, Smart Assign will assign conversation to the team member with the fewest unresolved conversations.
Smart Assign is designed to exclude team members who aren’t currently scheduled and those who are inactive. Inactive team members are defined as those who haven’t responded to a customer in the past week.
What’s New with Smart Assign?
We’ve added a new personal setting that allows users to exclude themselves from Smart Assign if they are actively servicing a chat in Classic Chat. By opting into this, they will be excluded from any kind of conversation in Re:amaze, including both Classic Chat and Real Time Chat. This feature ensures that staff members can focus on their ongoing conversations without being overwhelmed by additional assignments.
How Do Users Enable This option?
Enabling this option is straightforward. Your staff can simply navigate to their personal settings. On the profile page, they will need to scroll down to find and select the ‘Disallow Smart Assign if Serving Classic Chat’ option. Once this is enabled, they can avoid being assigned new conversations while already engaged, allowing for more focused customer service. This setting can be easily toggled on and off, providing flexibility based on a staff member’s current workload and availability.
With these enhancements, Smart Assign not only improves the distribution of conversations but also offers more control to your team members, helping maintain a balanced and manageable workload.
