Tutorials｜CAAC - Assignment API

The Assignment API provides a communication method for brands to integrate with external systems, enabling conversations to be assigned to specific teams and agents based on external system instructions. It offers powerful assignment capabilities designed for enterprises that require customized and complex assignment logic. This feature allows brands to integrate third-party systems, adjust assignment rules flexibly, and achieve precise management and automation to meet diverse business needs.

📖 Review：Tutorials｜CAAC Individual Assignment

To use the CAAC Assignment API, you must first obtain the CAAC API Token and API documentation from Crescendo Lab.

🌟 Highlights of the Assignment API

• Advanced Assignment Functionality

  • Supports assignment execution based on rules from third-party systems while retaining CAAC’s flexible management features.
  • Diverse assignment modes: Enables permanent assignment, on-demand assignment, and flexible assignment synchronized with organizational allocation settings.

• Comprehensive Integration and Automation

  • Compatible with existing customer management systems to adapt to diverse use cases.
  • Works with the Webhook Forward feature to automate handling of new chats and assignments（LINE Webhook Forwarding）

• Enhanced Service Efficiency

  • Automated assignments reduce manual operations, shorten customer wait times, and improve service efficiency.
  • Supports CAAC’s data insights feature to monitor team or agent performance metrics and optimize service workflows.

➤ Target Users

• Brands already using the CAAC platform and requiring complex assignment logic.
• Brands needing highly customized customer distribution, such as assignment based on shift schedules, workload, or business type.

➤ Assignment Methods

CAAC Assignment API provides two types of assignment methods:

1. External Individual Assign（API document：External Individual Assign）

   • Suitable for scenarios where contacts need to be handled by fixed agents, such as VIP customer exclusive assignments.
   • After the conversation is assigned, a permanent relationship is established between the contact and the agent.

2. External Manual Assign（API document：External Manual Assign）

   • Operates according to the assignment rules set in CAAC’s organization settings, such as general or permanent assignments.
   • Supports unassignment to accommodate temporary adjustments.

➡️ Setting up CAAC Assignment API

1️⃣ Preparation and Data Synchronization

Before using CAAC Assignment API, ensure data preparation and synchronization are completed to establish linkage between CAAC and third-party systems for assignment targets (teams, agents).

• Data Synchronization Methods：

  • Manual Code Updates：
    Update the team or agent codes (user/team codes) one by one on the CAAC platform to ensure accurate target matching during API calls.

  • Batch Data Updates：
    Use the system-provided CSV template to quickly sync team and user data. Supports bulk addition or update of user roles, team codes, etc.（Tutorials｜CAAC Users）

  • API Automated Synchronization：
    Use the team and user management APIs to automatically update data, enabling quick synchronization of user-team relationships.

2️⃣ Trigger Assignment

Common customized assignment needs include

1. Triggering assignment based on events from external systems
   
   • Example Scenario：
     • When the purchase stage changes from "Inquiry" to "Completed Purchase," the conversation should be reassigned from the "Pre-Sales Team" to the "Post-Sales Team."
   • System Workflow Design：
     • When the external system generates a "purchase event," the external system calls the Assignment API to assign specific conversations to the "Post-Sales Team."
     • Once the conversation is transferred to the "Post-Sales Team" on CAAC, further internal team assignment settings can distribute it among members of the Post-Sales Team. (Tutorials｜CAAC Team Management)
2. Assigning new messages based on external system allocation logic
   
   • Example Scenario：
     • A brand already has a customer allocation system that distributes new customers based on shift schedules, workload, and business types.

     • The brand wants new customer inquiries to be assigned according to the existing allocation logic.

   • System Workflow Design：
     • Use the LINE Webhook Forwarding feature to ensure conversations are simultaneously routed to CAAC and the external system.
     • When the external system receives a new conversation, it checks if the sender lacks an assigned agent and then calls the Assignment API to assign the conversation to a specific team agent.