💁🏻♀️ Supported Capabilities
- Assignment type: Depending on different use cases, CAAC provides assignment types that determine whether the assigned agent and status remain after the conversation is completed. These are divided into Permanent Assignment and General Assignment
-
Assignment method: Depending on different use cases, CAAC provides ways to assign conversations to dedicated agents, including designated, automatic, and manual assignment methods
➤ Applicable Users
- Brands that have enabled CAAC
- Brands using multiple seats (more than one seat)
- Brands that need to assign users to specific agents
▶︎ Setup Guide
➤ Differences Between Assignment Types and Assignment Methods
1. Assignment type: The relationship type between a user and the assigned agent. After the conversation is completed, the assigned agent will either remain assigned or the assignment will end. There are two types:
-
Permanent Assignment: Once assigned to an agent, the user will remain assigned to that specific agent even after the conversation is completed, until the agent manually removes or changes the assignment
-
General Assignment: Once assigned to an agent, the assignment will automatically be removed after the conversation is completed (conversation status changes to “Completed”) or when the agent blocks the user. The next incoming conversation will be reassigned according to the settings
2. Assignment method: The way users are assigned to agents. There are three methods:
-
Designated Assignment: Users actively click or scan a specific agent’s assignment link or QR Code to establish the assignment
📚 Review: Tutorial｜CAAC Designated Assignment -
Automatic Assignment: Users are automatically assigned when their text input matches the conditions set in an automatic assignment rule
📚 Review: Tutorial｜CAAC Automatic Assignment -
Manual Assignment: Internal staff manually assign or adjust conversation and user assignments. Based on different permission roles, they can manage conversations that are unassigned, assigned to themselves, assigned to their team, or assigned to other teams
📚 Review: Tutorial｜CAAC Manual Assignment