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Tutorials｜CAAC Auto Assignment (One of the Assignment)

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    💁🏻‍♀️ What This Feature Supports

    • When a user’s text input fuzzy matches the keywords set in an automatic assignment rule, an assignment will be automatically established.

    • This emphasizes the relationship between conversations and different condition-based criteria. Example use cases include:

      - Let the system automatically identify conversation topics based on text and assign them to agents, reducing the manual workload required to route high conversation volumes. This can also be used together with MAAC rich menus and automated replies to guide users into conversations.

    ➤ Applicable Users

    • Brands that have enabled CAAC
    • Brands using multiple seats (more than one seat)

    ▶︎ Setup Steps

    ➤ Available Permissions

    • Owner
    • Primary Admin

    ➤ Applicable Assignment Types

    • Permanent Assignment
    • General Assignment

    💡 Reminder: For Automatic Assignment and Manual Assignment, the system will determine the assignment type based on the General or Permanent type set by the Primary Admin or Owner under Settings > Assignment Settings > Default Assignment Type.

    📚 Review:Tutorial｜CAAC Assignment Types, Methods, and FAQs

     

    ➤ How CAAC Automatic Assignment Rules Work with MAAC Features

    You can understand the logic as follows: as long as the text is not a “trigger keyword” used to trigger MAAC automated replies, when a user clicks a MAAC interactive area and MAAC sends a message, the message text can then be passed to CAAC for further automatic assignment rule setup. Please refer to the illustrated guide below for the overall setup method.

    • Rich menu: Set the interactive area to “Send message,” and guide users in the message to directly enter the keywords preset in the CAAC automatic assignment rule.
    • Rich menu + Automated reply: Set the interactive area to “Send message” and trigger an automated reply. In the automated reply, you can create layered options, such as region, agent level, store type, or service type, and place the keywords preset in the CAAC automatic assignment rule within the interactive area of the automated reply.

     

     

    ➤ How to Set Up Automatic Assignment

    1. First, go to Settings > Assignment Settings on the left side to set up or confirm the assignment type.
    2. Select either “General Assignment” or “Permanent Assignment,” then click Save.
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    3. Next, click Settings > “Automatic Assignment Rules” on the left side.
    4. Click “Add” in the upper-right corner of the page to add a method for triggering automatic assignment.
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    5. Enter the rule name first.
      🔍 Tip: You can include the trigger keywords in the name, such as “VIP or Gold Member,” for easier reference in the future.
       
    6. In the rule conditions, the “If” trigger condition must first be met. CAAC will then automatically assign the user to the assignee configured under “Then.”
      1. Trigger condition “If”
        • Trigger by all messages
        • Trigger by keywords
      2. Assignee “Then”
        • Round-robin
        • Agent - Select agent
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    7. Trigger conditions
      • All messages: No matter what the user enters, the assignment condition will be met and the conversation will be assigned to an agent.
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      • Keyword trigger: All keyword triggers use fuzzy matching.
        • Contains any: If any part of the user’s input contains the keyword, the trigger will be successful.
          For example, if the keyword is set to contain “Xinyi,” user inputs such as “Breeze Xinyi product availability,” “Xinyi A18 new arrivals,” or “Xinyi A13 customer service” will all successfully trigger the rule.
           
        • Contains all: The user’s input must contain all keywords to fully trigger the rule.
          For example, if the rule is set to fully contain “Xinyi” and “return,” the input “Xinyi District store” will not trigger the rule, but “Breeze Xinyi return method” will successfully trigger it.
          💡 Reminder: If a keyword has already been set as a MAAC automated reply trigger keyword and is enabled, the automatic assignment keyword may not trigger properly. Please delete the MAAC automated reply trigger keyword first.
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    8. Assign agent
      • “Round-robin” assignment: The conversation will be assigned in order to online agents, prioritizing the agent who has gone the longest without receiving an automatic assignment.
        💡 Reminder: When a user goes offline, the automatic assignment status will not be removed.
        📚 Review: For agent online status, please refer to Tutorial｜CAAC Basic Operations
         
      • Select “Agent”: The conversation will be assigned to the preset agent.
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    ➤ Set Up Transfer Assignment Messages

    After automatic assignment is triggered, the system can automatically send a message to notify the contact that they are being connected to a live agent. This helps prevent contacts from mistakenly thinking they have not received a response while waiting. Each automatic assignment rule can be configured individually to enable or disable this message and customize the message content.

    1. Go to Settings → Assignment Settings → Automatic Assignment Rules. Find the rule you want to configure and click View or Edit.
    2. Turn on the “Send Transfer Assignment Welcome Message” toggle.
    3. Enter the message content to be sent to the contact, for example: “Hello, an agent is on the way to assist you. Please wait a moment.”
    4. After saving, the system will automatically send the message the next time the assignment is triggered, and it will be marked as “Sent automatically by system” in the CAAC conversation flow.

    💡 Reminder:

    • The message format supports plain text and Emoji, with a maximum of 500 characters. Images or multimedia content are not supported.
    • If this setting is not enabled, no message will be sent, and the assignment logic will remain unaffected.

    ➤ Set Up Automatic Tagging After Assignment

    After an automatic assignment is established, the system can automatically apply preset CAAC tags to the contact, allowing the CAAC handover event to be written back as MAAC-usable tags for subsequent Journey triggers or CDP segmentation, without requiring customer service agents to tag manually. Each rule can be configured individually with the tags to be automatically applied.

    1. Go to Settings → Assignment Settings → Automatic Assignment Rules. Find the rule you want to configure and click View or Edit.
    2. Turn on the “Automatic Tagging After Assignment” toggle.
    3. 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.
    4. After saving, the system will automatically apply the tags each time an assignment is established, and the tags will sync to MAAC and CDP.

     

    ➤ Change the Conversation Status of Automatic Assignment

    1. When using “General Assignment + Automatic Assignment,” after a conversation has been assigned to a specific agent, completing the conversation and changing the status to “Completed” will automatically remove the assignment. The assigned agent field will retain the “previously assigned” agent until the next reassignment.
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    ➤ View and Edit Automatic Assignment Settings Later

    1. Return to Settings > “Automatic Assignment Rules” on the left side to adjust the priority order of automatic assignment rules.
       
    2. You can enable or disable the assignment rule at any time.
    3. When the assignment rule is disabled, you can edit the content and method of the rule.
    4. Click the trash button to delete the assignment rule.
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    5. Click the View button to check the currently configured automatic assignment rule.
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    6. Open an individual conversation record to view the assignment record in the conversation box. In the future, once the export feature is available, this will also be included in export records.
    7. You can view the user’s current assignment status and assigned agent in the member panel on the right side.
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    ➤ Priority Order of Automatic Assignment Rules

    1. Automatic assignment rules ranked higher in the list will be triggered first. Please refer to the example below:
      • Automatic assignment rules: If the keyword “Gold Member” is matched, the conversation will be assigned to agent June and is ranked 1. If the keyword “Promotion” is matched, the conversation will be assigned to agent Jack and is ranked 2.
      • User behavior: The user enters “Gold Member Xinyi store promotion.”
      • Assignment result: The sentence matches both the “Gold Member” and “Promotion” keywords, but because “Gold Member” has a higher priority, the conversation will be assigned to agent June first.
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    2. If the trigger condition is set to “All messages” and is ranked higher, the “All messages” trigger condition will take priority, and keyword rules ranked lower will not be triggered. Please refer to the example below:
    • When the user enters “I want to find the Xinyi store manager,” because it matches the rule ranked 3 with the “All messages” condition, the conversation will be assigned to agent Jalex first and rule ranked 4 will not be triggered.
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