#2461-Auto Assignment for AI-Initiated Chats

The Dreamaholics 2 days ago

Currently, when a user initiates a chat using a triggered keyword, the conversation is automatically assigned to a group or agent.

However, when the chat is initiated by the AI, it is not assigned to any agent, which requires manual handling.

We request a feature that allows AI-initiated chats to be automatically assigned to a predefined agent or group, similar to keyword-triggered chats.

This will ensure smoother workflow, faster response times, and better lead management.

In intent detection, in action settings, there is option to assign agent. From there, by detecting predefined intent of customers you can assign agent as per your needs.

However beside this, if you need more option, can you please describe a bit more please, in which place we should add the option ?

Thanks

Konok

Thank you for your response.

Our requirement is slightly different. In cases where there is no predefined intent and the chat is initiated by the AI itself, the conversation should still be automatically assigned to a agent or group.

Currently, this functionality is not available, and such chats remain unassigned, requiring manual handling. We are looking for an option to handle this scenario as well, similar to keyword- or intent-based assignment.

Hi Konok ji,

Any updates on this please!

Thanks for your details descriptions. Yes, I am considering it and it will be available very soon.

Thanks

Konok

Hi, thank you for your patience.

We’re happy to inform you that this feature has now been implemented and is available.

You can configure automatic agent assignment for AI-initiated conversations from:

Bot Manager > AI Agent > Configuration

Please review the settings and let us know if you need any assistance with the configuration in our live chat.

BotSailor Support Team

Thank you team

Really appreciated this from your end.

Dear Support Team,

Currently, when an AI response is assigned to an agent for the first time, the assignment should ideally remain fixed unless it is changed manually. However, we are noticing that the assignment is automatically changing with every new response. This makes the AI agent assignment feature ineffective.

Once a lead is assigned to a specific team member, the responsibility for that lead should remain with that person. If the assigned team member keeps changing automatically every few seconds or with each response, it becomes very difficult to manage and properly work on that specific lead.

We kindly request you to fix the system so that once a lead is assigned, it does not change unless it is manually reassigned by an authorized user.

For your reference, we have already raised a ticket regarding this issue. Please check Ticket ID #3751 (reference video attached in the ticket).

Looking forward to your prompt support.