Per-User Inbox Chat Assignment & Round Robin Member Selection

Introduction

This update significantly enhances team collaboration and privacy within the inbox. Previously, all team members could see every conversation, leading to potential clutter and confusion. Now, once a chat is claimed, it becomes private to the assigned agent, streamlining workflows and improving focus.

Feature Highlights

• Private Chat Visibility: Once a conversation is claimed by a team member, only that member and administrators can view it, reducing inbox clutter for others.
• Flexible Round Robin Assignment: The "Assign to Human Agent" function can now be configured to rotate assignments exclusively among a selected subset of team members, rather than the entire organization.
• Admin Oversight: Administrators retain full visibility into all conversations and the ability to reassign any chat, ensuring complete control and oversight.

How to Use

1. For Private Chat Visibility: No setup is needed. A conversation remains visible to all team members until it is claimed.
2. Claiming a Conversation: Claim a conversation by toggling "Manual reply" on, sending a manual reply, or being explicitly assigned by an admin via the "Assigned to" dropdown in "View Details".
3. Releasing a Claim: Turning "Manual reply" back off releases the claim, making the conversation visible to all team members again.
4. For Restricted Round Robin: Open the "Assign to Human Agent" function.
5. Select "Round Robin" mode.
6. Use the new "Rotate Between" field to choose the specific members you wish to include in the rotation. Leave "Specific Person" mode unchanged for direct assignments.

Benefits

• Reduced Clutter: Staff no longer see every other staff member's private conversations, reducing visual noise and improving focus.
• Prevent Accidental Cross-Handling: Minimizes the risk of multiple agents inadvertently engaging with the same customer, ensuring a smoother customer experience.
• Targeted Round Robin: Round Robin assignments can now be precisely targeted to a specific team or group, preventing inappropriate assignments to roles that shouldn't be in the rotation.
• Enhanced Privacy: Provides a more private and focused workspace for agents handling specific customer interactions.

Example Workflow

A customer initiates a chat, which appears in the shared inbox. Sarah, a support agent, claims the chat by sending a manual reply. Immediately, the chat becomes visible only to Sarah and her manager, an admin. Other agents no longer see this specific conversation, allowing them to focus on unclaimed chats. Later, when a new chat comes in, the "Assign to Human Agent" function, configured for Round Robin among the "Tier 1 Support" team, automatically assigns it to John, ensuring that only relevant team members are included in the rotation.

Result

Users can now enjoy a more organized and private inbox experience, with conversations becoming private upon assignment. Furthermore, the "Assign to Human Agent" function now offers greater control, allowing Round Robin assignments to be precisely targeted to specific teams or groups, leading to more efficient and focused team collaboration.

See Also

• Human Handoff
• Assign to Human Agent Function
• WhatsApp Manual Reply
• RBAC / Organization Roles