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To make sure a conversation gets answered by the right person in your company, assign it to a particular agent or group. You can organize this to be done automatically in FROGED. It’s really simple and you’ll be more efficient!
How to assign conversations automatically?
To make sure a conversation gets answered by the right person in your company, assign it to a particular agent or group. You can organize this to be done automatically in FROGED. It’s really simple and you’ll be more efficient!
1.Create a new rule by clicking on Inbox > Rules
2. Set the rule and Save
Fulfill the four gaps to assign conversations to an agent or group based on customer’s attributes, behavior that is tracked by events, and/or any information about the user or company that you track in Froged. Thus, the time and effort wasted in manually assigning the incoming messages is no longer bothering you and, your customers will get the best response faster. This is done in the step IF + add condition: filer desired attributes or events. Examples--> Users from Spain and with email domain froged.com: Conditions: Country IS "Spain" AND Email CONTAINS "froged.com"
Another great thing that you can do is filtering conversations by channel. As you know, all your conversations, independently of where they come from, can be centralized in FROGED's inbox. You can also create inbox groups and specific rules for a specific channel (email, facebook messenger, twitter, whatsapp). Example --> Users that send you an email to your Support email which is connected to FROGED every time they contact you:
Conditions: Channel is "EMAIL":
And, if you want to associate the rule so messages go directly to an agent or a created Inbox Group: Example: Assign to Inbox group "Support":
IMPORTANT! Now the conversations that go into a group can be assigned automatically among the agents. This can be done by activating “Group routing mode”.
3. Establish the priority of this rule.
When more than one rule is created, make sure the order of priority is as you want. This way, the conversation will be assigned following these rules’ order.
When more than one rule is created, make sure the order of priority is as you want. This way, the conversation will be assigned following these rules’ order.