Tutorials｜CAAC Auto Assignment (One of the Assignment)

💁🏻‍♀️ Advantages

• After user enters text and it contains the keywords set by an automatic assignment rule, the assignment is automatically triggered.
• It emphasizes the relationship between conversation and different trigger conditions, which you can refer to the following applications:
  • It allows the system to automatically recognize topics of conversation with text, and assigns it to an agent, which improve the efficiency of manual judgement for a large amount of conversations. It's also available to use MAAC rich menu with auto reply to guide users to start the conversation.

▶︎ Plan Availability

• Already enabled CAAC
• Suitable for brands that already have multiple seats
• Suitable for brands whose end-user wants to find their favorite stores or specific agents on LINE OA

▶︎ Setting

➤ Available permissions

• Owner
• Primary Admin

➤ Applicable assignment type

• Permanent
• Case based

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

➤ Set the method of automatic assignment

1. Click Settings on the left > “Assignment Settings”
   
2. You can choose "Case based" or "Permanent", and click Save
   
3. Then click Settings on the left > "Routing Rules"
4. Click "Add rule" at the top right of the page to add a way to trigger auto assignment
5. Enter the rule name first
   🔍 Tips: You can mark the trigger keywords in the name, such as "VIP or Gold Member" for easy confirmation in the future.
6. In the condition, the "if" trigger condition must be met first, and CAAC will automatically assign the user to the assigned assignee in "then".
   • Condition "if"
     • All messages
     • Keyword
   • Assignee "then"
     • By queue
     • Agent - select a agent
       
7. Conditions “If”
   • All messages: No matter what word the user enters, it will be assigned to the agents in accordance with the conditions.
     
   • Keyword: If messages partially meet the keyword, the condition can be triggered.
     • Contains one of: As long as some of the messages or sentences entered by the user contain keywords, it can be successfully triggered.
       • For example, if it is set to “Contains one of” - "Siam", when the user enters "Siam Paragon", "Siam branch promotion", or "VIP at Saim", all can be triggered successfully.
         
         
     • Contains all of: The words and sentences entered by the user must include all keywords to be triggered.
       • For example, if it is set to completely include "Siam" and "promotion", when the user enters "Siam Paragon", it cannot be triggered successfully, but if the user enters "Siam branch promotion", it can be successfully triggered.
         
         💡Reminder: If the keywords are set in MAAC's Auto Reply before, the auto assignment’s keywords will not be triggered normally. Thus, you should delete MAAC Auto Reply’s keywords first.
         
8. Assignee
   • By queue: The conversation will be assigned to the online agents in sequence. And the agent who has not been auto assigned for the longest time will be considered in priority.
     💡 Reminder: After the agent is offline, the auto assignment status will not be cancelled.
     📚 Review: For the online status of agents, please refer to Tutorial｜CAAC Basic Operations
     
     
   • Agent: It will be assigned to the agent who is set up in advance.
     
     

➤ Change auto assignment’s conversation status

1. When using "Case based + Auto Assignment", after the conversation has been assigned to a specific agent and the agent changes the conversation’s status to Completion, the assignment will be automatically unassigned. But "previously assigned" agent’s name still remains in the Assignee column until the next assignment.
   

➤ View and edit auto assignment’s settings

1. Go back to Settings on the left > "Route Rules", you can adjust the priority of the auto assignment rules
2. This assignment rule can be turned on or off at any time
3. When the assignment rule is closed, the content and method of the rule can be edited
4. You can click the trash icon to delete the rule
5. Click the View button to confirm the current rules of auto assignment
   
6. Click individual conversation, and you can see the assignment records in the conversation box. Once the export feature is launched in the future, it will also be included in the exported reports.
7. You can view the current assignment status and agents of the user in the member column on the right.
   

➤ Order of auto assignment rules

1. The auto-assignment rules with the higher order will be triggered first. Please refer to the following examples:
   • Auto assignment rules:
     Matching the keyword "gold member" will be assigned to the agent Oat with 1st order, and matching the keyword "Promotion" will be assigned to the agent Alisa with the 2nd order.
   • User flow: When the user enters "gold member promotion activity"
   • Result: This sentence matches the keywords of "gold member" and "promotion" at the same time, but "gold member" ranks higher, so it will be assigned to the agent Oat first.
     
2. If the trigger condition is "All Messages" the order is higher, the condition of all messages will be the prioritized one, and the keywords with the lower order will not be triggered. Please refer to the following examples:
   • Auto assignment rules:
     Condition “All messages” will be assigned to HQ Admin with 3rd order, and match the keyword “Manager” will be assigned to the agent Jay with 4th order.
   • User flow: When the user enters "I'm looking for the Siam Paragon’s manager"
   • Result: Because the sentence meets the condition “All messages” with the 3rd order, it will be assigned to the agent HQ Admin first, not to Jay.
     

➤ Suggestion of Auto Assignment

• Using with MAAC
  • Rich menu:
    Set the interactive area as "send message", and guide the user to type the keywords of auto assignment rules which is pre-set in the message.
  • Rich menu + auto reply:
    Set the interactive area as "send message" and trigger an auto reply, which can be set up as a  flow in Auto reply (such as: region, commissioner level, store category, service difference), and put the CAAC pre-set auto-assignment rule keywords.
• CAAC Auto Assignment Settings
  • Use “Case based" with auto assignment:
    The agent will be unassigned when the conversation’s status has been changed to completed.
  • Use “Permanent" with auto assignment: The agent with higher permission can go to the conversation box to unassign manually.