Smart Assign (Round Robin Assigning)

Smart Assign automatically assigns a conversation to an eligible staff member, so you don't have to choose someone manually. It distributes conversations to the staff member with the fewest unresolved conversations assigned to them.

Smart Assign excludes inactive staff members and staff members who are not currently on an active shift. An inactive staff member is someone who has not responded to a customer within the past week. This means you can use Smart Assign even if some staff members use Re:amaze only as participants or bystanders.

Using Smart Assign With Workflows

You can use Smart Assign as a workflow command to automatically assign conversations for a particular channel or a subset of conversations in a channel.

For example, to assign incoming conversations from the support@acmecompany.comemail channel, set the workflow trigger to the condition you want, such as an incoming conversation. Then add the Smart Assign command.

To automatically assign conversations within a Department or team, you can set two commands to the workflow:

1. Assign to [Department Name]
2. Assign to Smart Assign

The Algorithm

Smart Assign works by finding the user with the least number of conversations assigned to that user and assigning the conversation to that user. This helps ensure that the number of open conversations assigned to users on your account is balanced. To avoid assigning conversations to users who are ineligible or inactive, we have the following criteria in place. The criteria is different based on if you are smart assigning Real Time Chat or Classic Chat conversations:

Real Time Chat

To be eligible for Real Time Chat conversations, a staff member must:

• Belong to a role that can view the conversation.
• Have recently been active in the account. They must have sent a message within the past week in the conversation’s brand.
• Be on shift. Smart Assign considers any shifts or vacation hours set for the staff member.

Classic Chat

To be eligible for Classic Chat conversations, a staff member must:

• Be marked as available for Classic Chat.
• Be below the chat limit set by their role. The default limit is unlimited.
• Agents can also choose to exclude themselves from Smart Assign while they are handling a Classic Chat conversation. When they enable this setting, they are excluded from Smart Assign for all conversations, including Classic Chat and Real Time Chat.

To enable this setting, go to Settings > Personal Settings. Under Shifts, select Disallow Smart Assign if Serving Classic Chat.

Handling Ties

If multiple eligible staff members have the same lowest number of assigned conversations, Smart Assign chooses the person whose oldest resolved conversation was handled furthest in the past. This gives the next assignment to the staff member who resolved a conversation least recently.