Tutorials｜CAAC Individual Assignment

✨ CAAC- Individual Assignment

『Individual Assignment』enables brands to efficiently manage and allocate customer conversations. This feature allows brands to permanently assign conversations to specific agents, teams, or individual team members within a group. It also provides instant automated replies upon assignment, enhancing customer experience and streamlining internal operations.

👍 Key Features of CAAC - Individual Assignment

• Flexible Assignment Options：Invite customers to scan a QR code or click a link to permanently assign them to a specific agent, team, or individual within a team. This ensures adaptability for various service scenarios.
• Instant Auto-Reply：Customers who scan a QR code receive an immediate notification confirming the assignment status.
• Performance Insights with Data Analytics：Leverage CAAC's data insights to evaluate conversation effectiveness and response quality at both agent and team levels.
  (Learn more: Tutorials | CAAC Insights - Conversation, Efficiency, Team)

➤Who Can Benefit?

• Brands with CAAC activated.
• Businesses with multiple agents (more than one seat).
• Ideal for brands prioritizing long-term customer-agent relationships with dedicated support representatives.

📝 Use Case Scenarios

• Scenario 1: Assign to a Specific Agent

  A customer scans an agent’s unique QR code at a physical store.

  • Each agent has their own QR code. When scanned, the system automatically assigns the conversation to that agent.
  • If the assigned agent is unavailable, other team members can step in to ensure seamless service.
  • Managers can use CAAC analytics to review agent performance and response quality.
  
  
  

• Scenario 2: Assign to a Team

  A customer scans a team-specific QR code.

  • Each team has a dedicated QR code. When scanned, the system assigns the conversation to the team.
  • Conversations can be distributed manually by team managers or automatically rotated among team members based on assignment rules.
  • Managers can review team performance and efficiency using CAAC analytics.
    

➡️ What Happens After Scanning the QR Code?

1. Activation message:
   • Please send the assignment code to complete assignment process System generated code

2. Immediate Auto-Reply

   • No extra setup required—default reply templates are provided and can be previewed in CAAC Settings > Assignment Settings > QR Code Assignment Settings.

     

     • Success message:

       • You are successfully assigned to Assignee
         

• • Conflict message:
    
    • Assignment failed because you are already assigned to Assignee
      

• • Fail message:
    
    • Assignment failed, please contact staff for help
      

⚙️ How to Generate QR Codes and Links

➤ Generate Agent-Specific QR Code and Link

1. Go to CAAC Settings > My Profile > Create QR Code
   
   
2. Select the desired LINE OA account.
   
   
3. Download the QR code or link
   
   
4. Agent can lead the contact to finish assignment via: 
   
   1. Printed materials (flyers, in-store signage).
   2. Showing the QR code on a mobile device.
   3. Sharing the link directly in conversations, broadcasts, or auto-replies.
      

➤ Generate specialist assigned QR Code and link - can also be set up by the owner/main administrator

1. Go to Settings > Users on the left side of the screen to see a list of all current users.
   
   
2. Click the icon under the QR Code field for a specific specialist
   
   
3. Click on which LINE OA you want to create the QR Code in. Usually choose the LINE OA currently in use.
   
   
4. After clicking, the QR Code and corresponding link will be generated, and the QR Code can be downloaded by clicking the button.
   
   
5. Agent can lead the contact to finish assignment via: 
   
   1. Printed materials (flyers, in-store signage).
   2. Showing the QR code on a mobile device.
   3. Sharing the link directly in conversations, broadcasts, or auto-replies.

➤ Generate Team-Specific QR Code and Link

1. Go to Settings > Team Management on the left side of the screen to see a list of all current teams.
   
   
2. Select a team, click the pencil icon
   
3. Create QR Code.
   
   
4. Select "Assignee" to choose to output a single team or all team members.
   
   
5. Select which LINE OA you want to create the QR Code in, usually choose the LINE OA currently in use
   
   
6. After clicking, the team QR Code and the corresponding link can be generated, and the QR Code can be downloaded by clicking the button.
   
   
7. If you select all members of the output team, you can download all QR Code files of team members in batches
   
   
   • Download CSV：Links for all team members.
     • File name : {team name}_teamMembers_QR_urls
     • Includes: Assignee, Email, Assign link
       
       
   • Download ZIP：QR code files for all members.
     • ZIP file nemae: {Team ID}_{Team name}_teamMembers_QR_codes
     • Image name: email
     • Image type: svg
       
       
       

➤ LINE 好友如何使用指定指派的 QR Code 及連結

1. 掃描 QR Code 或是點擊連結
2. 點選加入好友按鈕
   
   
3. 對話框會自動帶入指定訊息，並且會提醒用戶必須發送訊息，才會成功完成指派。
   
4. 用戶送出指派訊息、成功完成指派後，專員可在後台查看指派狀態並且回覆訊息給客戶。
   
   

🚨Note:

• If a customer reassigns from Agent A to Agent B, the assignment depends on whether it’s set as Permanent or Standard in Assignment Settings.
  

💡 Reminder：

• Remind customers to send the pre-filled assignment message directly after scanning. Editing or deleting the code may cause the assignment to fail.

🔍 Tips - Highlight QR Code Placement：

• Place QR codes on promotional materials, store displays, or digital banners with clear instructions.

▶︎ Monitor and Manage Assignments

1. After the contacts are successfully assigned, you can click the "All" button on the conversation page to view the specialists to which each LINE contact belongs.
   
   
2. You can check the assignment status of all conversations in Inbox > Assignments
   
3. Click on the assigned conversation to view the current assignment status and assigned specialist on the friend conversation window page.
   
   
4. The owner/primary administrator can go to Settings > Users >  click the "Edit" button
   
   
5. You can further check how many permanent assigned friends each commissioner currently has.