Conversation Assignment and Routing

Conversation Assignment and Routing

Effective routing ensures every customer conversation reaches the right agent quickly. HelpKit offers manual, automatic, and rule-based assignment.

Manual Assignment

From any conversation:

1.Click the Assign to dropdown in the right panel

2.Select an agent or team

3.Optionally add a note about the assignment

Agents receive an in-app notification and can also get email/WhatsApp alerts.

Auto-Assignment

Enable auto-assignment to remove manual overhead:

1.Go to Settings → Routing → Auto-Assignment

2.Toggle Enable Auto-Assignment

3.Choose assignment method:

| Method | How It Works | |--------|--------------| | Round Robin | Cycles through all online agents equally | | Load Balanced | Assigns to the agent with the fewest open conversations | | Random | Random agent from the available pool |

4.Set availability rules: only assign to online agents, or include all active agents

Routing Rules (Advanced)

Create rules to route specific conversations to specific teams or agents:

1.Go to Settings → Routing → Rules → New Rule

2.Define conditions:

- Contact tag = "VIP" → Assign to Senior Support team - Message contains "billing" → Assign to Billing team - Contact language = "Arabic" → Assign to Arabic-speaking agent - Time = outside business hours → Assign to Night Shift team

3.Set priority (higher priority rules run first)

Conversation Queues

When no agents are available, conversations enter a queue. Configure:

•Queue timeout — After X minutes without assignment, send an auto-reply

•Queue limit — If queue exceeds N conversations, trigger an overflow action

•Priority contacts — VIP-tagged contacts skip the queue

Transfer Between Agents

Agents can transfer conversations they can't resolve:

1.Open the conversation

2.Click Transfer in the action bar

3.Select new agent or team

4.Add a transfer note for context