Assign conversations to teammates and teams

If you want to make sure a conversation gets answered by the right person in your company, you should assign it to a particular teammate and team. There are three different ways to do that in Hulul:

• Manually assign conversations to a team and teammate.
• Automatically assign conversations to a team or teammate (you can evenly assign conversations ‘Agent Workload Capacity’ to teammates too).
• Assign all conversations to one team.

Manually assign conversations

When you need to pass a conversation to someone else, you can easily assign the conversation to the best teammate or team who can answer it.

Use the drop-down menu to assign the message to a specific teammate or team.

When to use: Ideal for complex issues requiring specialist expertise, high-priority concerns, or building specific team member relationships.

Steps:

1. Select the handovered conversation in the Inbox tab.

2. Click the "Unassigned" button.

3. Choose the desired team from the dropdown menu.

4. Or select a specific teammate within the chosen team for an even more targeted assignment.

Assigning conversations to a teammate

When you manually assign a conversation to a teammate, it goes directly to their inbox, even if they're offline. This ensures they receive it promptly and can respond when they're available.

Assigning conversations to a team

Assigning a conversation to a team will remove the teammate assignment, so it can be picked up from that team’s inbox at the right time, or assigned automatically by Auto Assign, or Workload Management.

Automatically assign conversations

Conversations can be assigned automatically using the “Auto assign conversations button”.

When to use: 

• Perfect for handling high volumes of inquiries
• Ensuring consistent distribution across teams

To do this, Navigate to the Bot Settings tab, then go to Team Manager > Rules. Find "Auto Assign Conversations" and switch it on.

How it works:

When there are multiple eligible teammates for the inbox:

• Conversations are assigned to the teammate with the fewest open conversations, ensuring fair distribution.
• If teammates have an equal number of open conversations, assignments are prioritized for those who haven't been assigned for the longest duration.
• When a returning customer initiates a conversation, the system checks for the last agent they were connected with. If the last teammate is available and within their preset capacity, the conversation is automatically assigned to them.
• If the last teammate is unavailable, the system follows the regular assignment process, directing the conversation to any other available agent if auto-assignment is enabled, or placing it in the Unassigned queue if auto-assignment is disabled.

Define “Agent Workload Capacity” at the Bot Level

When the "Agent Workload Capacity" feature is enabled, conversations are automatically assigned to teammates up to their assignment limit. Teammates who have reached their limit will not receive any more conversations.

To set a limit on the number of assignments that can be assigned to all teammates in the bot, first, go to the Settings tab, then navigate to Team Manager, followed by Rules. Finally, click on the “Agent Workload Capacity” button that appears.

Define Individual Teammate's Conversations Limits.

If you need to allocate additional conversations to specific teammates beyond their capacity limit, you can customize their workload within the team manager.

To do this, navigate to Settings > Team Manager > Teams, you can establish assignment limits that apply to specific teammates.

Single-Team Assignment for Consolidated Support

When you need to assign a conversation to a specific team, you can easily do so while setting up human handover mode.

When to use: Suitable for small teams or when centralized handling within a specific department or function is preferred.

Steps:

1. Go to the "Flow Builder" tab.
2. Navigate to “Handover flow”.

3. Select the team you want to handle all conversations.

4. Your changes will be saved automatically.