Tutorials｜CAAC Individual Assignment

✨ CAAC - Designated Assignment

“Designated Assignment” helps brands achieve more flexible chat service assignment and management. With this feature, brands can permanently assign conversations to specific agents, teams, or agents within a team, and provide real-time automatic replies for assignment results, optimizing the contact experience and improving internal operational efficiency.

👍 CAAC - Designated Assignment Highlights

• Flexible agent assignment: Invite contacts to click an assignment link or scan a QR Code to permanently assign them to a specific agent, team, or agent within a team, enabling more flexible service scenarios.
• Real-time automatic replies: After contacts scan the QR Code, they can immediately receive a notification of the assignment result.
• View conversation performance and reply quality of agents and teams through Data Insights: Please refer to: Tutorial｜CAAC Data Insights - Conversation, Efficiency, Team
• Automatic tagging after assignment: After a Designated Assignment is established, the system can automatically apply CAAC tags to the contact, allowing the handover event to be written back as MAAC-usable tags for triggering subsequent Journeys or CDP segmentation, without the need for manual tagging.

➤ Applicable Users

• Brands that have enabled CAAC
• Brands using multiple seats (more than one seat)
• Brands with strong customer-agent relationships, where customers are served by fixed agents over the long term

📝 Use Case Examples

• Scenario 1: A customer scans a specific agent’s QR Code in-store Assigned to the agent

  • Each agent has their own dedicated QR Code. When a customer scans the QR Code and sends the assignment message, the system assigns the conversation to a specific agent within the team.
  • If the assigned agent is unable to reply, other team members can quickly take over to ensure uninterrupted service.
  • Team managers can use CAAC Data Insights to review the conversation performance and reply quality of agents within the team.
    
     

• Scenario 2: A customer scans a specific team’s QR Code, then is manually or automatically assigned to a team member based on the team’s assignment rules

  • Each team has its own dedicated QR Code. When a customer scans the QR Code and sends the assignment message, the system assigns the conversation to the team.
  • Based on the team’s assignment rule settings, the team manager can manually assign the conversation to a team member, or the system can automatically distribute conversations in rotation.
  • Team managers can use CAAC Data Insights to review the team’s conversation performance and reply quality.
    

➡️ After contacts complete scanning the QR Code, they will immediately receive an automatic reply

1. Automatic reply settings

   • No additional setup required: The system provides fixed automatic reply content by default.
     
      

2. Brands can preview reply message types in CAAC Settings > Assignment Settings > QR Code Assignment Settings
   

   • Assignment successful: Notifies the contact that the chat has been successfully assigned to the relevant customer service agent.

     • Message content: “You have successfully bound to: Agent Name”

     • ⚠️ If the LINE message quota is used up, the binding success message cannot be sent.
       

• Assignment conflict - Already bound to an agent: If the contact has already been permanently assigned to another agent, the assignment must be adjusted manually.
  • Message content: “Binding failed. You were previously bound to: Agent Name”
  • ⚠️ If the LINE message quota is used up, the binding failure message cannot be sent.
    

• Assignment failed - Invalid binding: If the QR Code is invalid or the assignment fails, the system will provide the reason for the error.
  • Message content: “Invalid binding. Please contact service staff.”
  • ⚠️ If the LINE message quota is used up, the binding failure message cannot be sent.
    

▶︎ Setup Steps

➤ Generate an agent assignment QR Code and link - Agents can set it up themselves

1. CAAC Settings > Personal Profile > Click the “Create QR Code” button
   
    
2. In the middle box, select which LINE OA you want to create the QR Code for. Usually, select the LINE OA currently in use.
   
    
3. After clicking, the QR Code and corresponding link will be generated. Click the button to download the QR Code.
   
    
4. Agents can guide friends to complete assignment through the following methods:
   1. Print the QR Code and place it in stores, promotional materials, etc.
   2. Store agents can directly show the QR Code on their mobile phones.
   3. Send the link directly to users during conversations, or place the link in push messages or automated replies.
      
      
       

➤ Generate an agent assignment QR Code and link - Owners / Primary Admins can also assist with setup

1. Go to Settings > Users on the left side of the screen to view the current user list.
   
    
2. Click the icon under the QR Code field of a specific agent.
   
    
3. Select which LINE OA you want to create the QR Code for. Usually, select the LINE OA currently in use.
   
    
4. After clicking, the QR Code and corresponding link will be generated. Click the button to download the QR Code.
   
    
5. Agents can guide friends to complete assignment through the following methods:
   1. Print the QR Code and place it in stores, promotional materials, etc.
   2. Store agents can directly show the QR Code on their mobile phones.
   3. Send the link directly to users during conversations, or place the link in push messages or automated replies.
      

➤ Generate team assignment QR Codes and links - Generate for a single team or all team members

1. Go to Settings > Team Management on the left side of the screen to view the current team list.
   
    
2. Click a specific team > Click the pencil icon on the right > Edit.
   
    
3. Click the Create QR Code button.
   
4. Select “Assignee.” You can choose to generate a QR Code for a single team or all team members.
   
5. Select which LINE OA you want to create the QR Code for. Usually, select the LINE OA currently in use.
   
    
6. After clicking, the team QR Code and corresponding link will be generated. Click the button to download the QR Code.
   
    
7. If you choose to generate QR Codes for all team members, you can batch download all QR Code files for the team members.
   
   • Download CSV: Batch download link files.
     • File name: {Team Name}_teamMembers_QR_urls
     • Includes: Assignee, Email, Assign link
       
        
   • Download ZIP: Batch download QR Code files.
     • ZIP file name: {Team ID}_{Team Name}_teamMembers_QR_codes
     • Image file name: email
     • Image file type: svg
       
       
        

➤ Set up automatic tagging after assignment

After a Designated Assignment is established, the system can automatically apply CAAC tags to the contact, allowing the handover event to be written back as MAAC-usable tags for subsequent Journey triggers or CDP segmentation. This setting is at the Org level and applies to all Designated Assignments.

1. Go to Settings → Users → Edit User.
2. Use the Tag Selector to search for and select the CAAC tags to be automatically applied. Up to 5 tags can be applied per assignment.
3. After saving, the system will automatically apply the tags each time a Designated Assignment is established, and the tags will sync to MAAC and CDH.

➤ How LINE friends use Designated Assignment QR Codes and links

1. Scan the QR Code or click the link.
2. Click the Add Friend button.
   
    
3. The conversation box will automatically populate the designated message and remind users that they must send the message to successfully complete the assignment.
   
4. After the user sends the assignment message and successfully completes the assignment, the agent can view the assignment status in the backend and reply to the customer.
   
    

🚨 Note:

• If a friend was previously assigned to Agent A and later scans Agent B’s QR Code, whether the assigned agent is affected depends on whether your assignment relationship under Settings > Assignment Settings is set to Permanent Assignment or General Assignment.
  📚 Review: Tutorial｜CAAC Assignment Types, Methods, and FAQs

💡 Reminder:

• Please remind friends to send the dedicated agent assignment code directly. Editing or deleting part of the code before sending it will cause the assignment to fail.

🔍 Tip:

• You can remind users in stores, social media promotional materials, or designs to send the dedicated code in order to successfully complete the assignment.

▶︎ View Assignment Results

1. After a friend is successfully bound, you can click the “All” button on the conversation page to view the agent assigned to each LINE friend.
   
    
2. Go to Inbox > Assignee to check the assignment status of all conversations.
   
    
3. Click an assigned conversation to view the current assignment status and assigned agent on the friend conversation page.
   
    
4. Owners / Primary Admins can go to Settings > Organization Settings > Permission Management and click the “Edit” button.
   
    

5. You can further view how many permanently assigned friends each agent currently has.
   

   FAQ

   Q: After a Designated Assignment QR Code is bound, can it be customized or used with other marketing scenarios?

   Currently, the product does not support adding tags during binding or modifying the system-sent message content after binding is completed.If you have specific marketing scenario integration needs, we recommend discussing feasible approaches with our support team based on your actual use case.

   ⚠️ Modifying the content of the system automatic reply after binding is completed is still not supported.